1. Diana Melissa Fuentes Bermúdez
Publicist /Graphic Designer ,Marketing Strategy
I am a Publicist graduated in Marketing strategy from Universidad Latina de Costa Rica, my
knowledge areas are Graphic Design, customer service, tech support, back office, inbound sales,
collections, call center environment and my strengths are as follows; fast learner, customer service
oriented, creative, and I lover to do my best at job. I have worked as a creative for Voces del Mundo.
I have worked in the back office and call center industry for 10 years but the most important thing
about me is the experience to work in a team, to get my achievements and to improve myself in my
job every single day.
Costa Rica, San José, Desamparados
Date of birth : 03/31/83
Mobile: 50661405263 50688867107 50670413634
E-mail:talentgonow@gmail.com, dee.fube@gmail.com
LinkedIn:https://cr.linkedin.com/in/melissa-fuentes-
3176024431760244?trk=hp-identity-name
Twitter: www.twitter.com/
www.myadsboxcr.com
https://www.facebook.com/Therapeutic-Massage-Spiritual-
Awakening-383386525040479/
EXPERIENCE
Inbound Sales
Responsibilities: To provides service to clients by responding to requests for information,
products or services. · Coordinate client requests and service needs with appropriate internal
departments and staff to ensure client requirements are met. · Serve as a communication liaison
between clients and sales to ensure responsiveness Developing close working relationships with
assigned clients and vendors. · Diagnose, research and resolve moderate to complex problems
related to membership, technical support, billing, account maintenance, data issues, file research,
product descriptions, pricing, intranet access requests and security and compliance regulations. ·
Maintain and update critical account and pricing tables. · Educate clients on new and existing
products, policies and procedures. · Assist in the training of new employees. · Client calls; large
volume accounts.
The Results Companies
January- July2015
2. Concentrix Costa RicaCisco Tech Support TAC frontline
Tech support Agent
Strong understanding of current processes and procedures and identify opportunities for
improvement. Judgment to make decisions or resolve issues within defined options or standard
protocols. - Responsible for providing telephone diagnostic technical support of desktops, portables,
peripherals and software custom or off the shelf software industry or proprietary. Providing answers
about questions about installation, operation, configuration, customization, and usage of assigned
products. - Responsible for following defined policies & procedures (example: verifies warranty
entitlement, etc.). To apply diagnostic techniques to identify problems, to investigate causes and
recommend solutions to correct failures. -To provide support in documents problems in the database
for diagnostics and solution implementation.
Teleperformance
January 2013-2014
Responsibilities: Resolving Group Aid knowledge transfer within the group. Maintain awareness
of new products and services Resolution of client issues with the aid of available Service Desk tools
(e.g. Frequently Ask Questions, Troubleshooting Guides, Knowledge base articles)Task List
Management Accurate Call Coding Follow-up on logs, as required Ensure timely escalation of calls
to Second Level Ensure appropriate information contained in escalated calls Gain agreement on
closure of each log Remain well versed in Service Desk policies, procedures, standards and
documentation.
Cisco Technical Assistance Centre (Cisco TAC) is responsible for providing industry leading post-
sale technical support worldwide for customers of medium to large scale networks. TAC engineers
are experts in their field who are responsible and empowered to provide solutions to some of the
most complex networking issues.
Responsibilities: To provide On-line telephone IT technical support to all the
Hewllet Packard employees around the world e on their mobile and desktop
platforms. HPIT Support consists of high level expertise on standard software
application packages and the environments and platforms in which the business
operates (desktops, laptops, remote access, manage mobility services, etc.)
Answer and log service requests from clients Provide 1st level problem analysis
Provide 1st level User Administration and account unlock / reset Escalate calls to
Second Level Group, if required where resolution at the Service Desk is not
possible, dispatch calls to the appropriate team.
Hellwet Packard It support
3. KNOWLEDGE AND SKILLS
College Universidad Latina de Costa Rica 2001-2007
Advertising, marketing strategy and graphic designer
This professional field is able to work in:
Advertising agencies, media, production and pre-producing, marketing and advertising
department of public or private companies, brand manager, free-lance.
Marketing Strategy
Social Network Management
Macintosh and Windows
environment
Spanish (Native Language)
English (Advance)
Currently studying Italian at www.aulafacil.com
CS Photoshop- Illustrator-Dreamweaver and more
Microsoft Office 360°
Currently Studying PHP at www.aulafacil.com
Cisco 1 and 2 module at Talk Cisco
Coach Corp
Coach corp Poder Total (personal improvement)
Discovery (personal improvement)
Centro Nacional de Capacitacion
Web Master and SEO
Adobe Photoshop CS5, Adobe Flash CS5, Adobe Illustrator CS5, Adobe
Dreamweaver CS5, Web master SEO, Cpanel, FTP, correo POP -SMTP, JavaScript,
CGI and more.
Create and maintain a website, including interactive elements.
SEO, locate your page in the top results of search engines example
Create an animated clip including sounds, edit and create animated gifs.
Modifying a photograph putting removing or changing elements thereof.
Optimize images to put them on a site WEB
Designing and create a logo or symbol based on shapes or text.
Designing posters, brochures and posters and any collateral.
Statistical analysis
Graphic Design
