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Christiam Urbina
Looking for a jobTechnical Support Representative
I improve customer operations through technical support, workforce planning, data analysis, and process optimization.
NicaraguaTechnical Support Representative at Concentrix Nicaragua
About
I've supported Microsoft business customers at Concentrix, resolving hardware and software issues, managing warranty claims, and meeting customer satisfaction and service-level targets.
At Foundever, I built forecasts and staffing plans for teams of 100+ employees, analyzed operational trends, and partnered with leaders to improve coverage, productivity, utilization, and customer experience. My background also includes operations management, sales supervision, purchasing, and vendor negotiations.
Experience
Technical Support Representative
Provided technical support to Microsoft business customers in the United States and Canada. Diagnosed and resolved hardware and software issues while meeting customer satisfaction and service-level targets, and managed warranty claims and product replacement procedures.
Technical SupportMicrosoft 365hardware troubleshootingCustomer SatisfactionWarranty Management
Workforce Analyst
Developed workforce forecasts and staffing plans for teams of 100+ employees, aligning coverage with projected demand and service-level targets. Analyzed workforce metrics and operational trends to identify coverage gaps and support data-driven decisions.
Workforce ForecastingStaffing PlanningData Analysis
Customer Service Representative
Education
American College
Postgraduate Diploma in Business Strategy from American College, completed between 2014 and 2015.
Postgraduate Diploma in Business Strategy from American College, completed between 2014 and 2015.
American College
Bachelor's Degree in Industrial Engineering from American College, completed between 2008 and 2015.
Bachelor's Degree in Industrial Engineering from American College, completed between 2008 and 2015.