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Brayan Quiros

Brayan Quiros

Technical Support Specialist

Followers of Brayan Quiros13 followers
location of Brayan QuirosCosta Rica

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  • Timeline

  • About me

    Relationship Manager at Microsoft

  • Education

    • C.T.P Jesús Ocaña Rojas

      2006 - 2008
      High School Diploma Information Technology High School / Technical Degree in IT

    • Tecnológico de Costa Rica

      2008 - 2009
      Conversational English

      Conversational English

    • Universidad Hispanoamericana (CR)

      2020 - 2024
      Bachelor's degree PSYCHOLOGY

    • Universidad San Marcos

      2019 - 2021
      Human Resources Management/Personnel Administration, General (In Progress) Technical Degree

      Activities and Societies: Technical Degree in Human Resources. Technical Degree in Human Resources.Including topics related to:Organizational BehaviorWork StressManagement and Organizational LeadershipWork LegislationTalent DevelopmentHR management

  • Experience

    • HP

      Dec 2009 - Apr 2011
      Technical Support Specialist

      Technical support agent in charge of providing technical solutions to Data Centers administrators working with HP Proliant Servers.

    • Dell EMC

      May 2011 - Mar 2020

      Case Mentor/Resolution Expert position. Providing floor support to a team of 10 plus technical support representatives (voice) in terms of product and procedures.Conduct case management audits and calibrations for quality control and ensuring timely follow ups by the representatives in order to meet the standard operating procedures by Dell.Handling Customer escalations to ensure customer satisfaction and issue resolution based on the company's policies and the customer journey.Follow up provided to difficult and critical cases that require further review, via email and phone, getting the customers directly involved to find a proper solution.Feedback delivered to agents when areas of improvement found related to case management and respective procedures, to reduce the amount of time taken to resolve a case.Monitoring the incoming calls queue to ensure interactions with the customers are taken and resolved in a timely mannerBack-up team manager when required, delivering metrics feedback to the agents and implementing processes and action plans to improve their performance. Show less

      • Resolution Specialist

        Jun 2014 - Mar 2020

      • Technical Support Specialist

        May 2011 - Jun 2014

    • Microsoft

      Mar 2020 - now
      Relationship Manager

      Responsible for building and maintaining strong relationships with clients to ensure their satisfaction and loyalty.Develop and maintain long-term relationships with clients.Understand client needs and offer solutions and support.Act as a liaison between the client and internal teams.Report to internal stakeholders including executives and legal team.Resolving client issues efficiently, ensuring a high level of client satisfaction.The approach is rooted in customer obsession, inclusion, agility, and continuous learning. Show less

  • Licenses & Certifications