Angel Pagoada

I am a results-driven Technical Support and Customer Service Specialist with over three years of BPO experience, currently based in Spain. I specialize in resolving complex technical issues across cable, internet, landline, smart home, and IoT devices. I consistently exceed upselling targets and drive customer retention by combining technical troubleshooting with persuasive, empathetic communication. At Comcast/Xfinity, Vivint, and Google Nest I handled escalations, converted dissatisfied customers into loyal clients, and completed advanced security and social engineering training. My strengths include diagnosing hardware, software, and connectivity problems, resolving escalated cases, and delivering high-quality support via live calls and email. I maintain composure under pressure and collaborate effectively with teammates to improve overall client experience. I am pursuing a Bachelor in Computer Science and bring a strong foundation in customer service excellence, conflict resolution, and adaptability—skills I apply to both technical problem solving and revenue-driving conversations.