Hilton Humberto Hopkinson Castellanos

[email protected] • Tegucigalpa, Honduras

PROFESSIONAL SUMMARY

Dynamic Technical Support and Customer Service professional with over 10 years of experience delivering exceptional support and technical solutions across diverse industries. Expertise in network technical support, configuring advanced equipment, and troubleshooting complex issues. Skilled in sales techniques and B2B strategies, with bilingual proficiency in English and Spanish. Committed to enhancing customer satisfaction and operational excellence.

WORK EXPERIENCE

Technical Support Agent

08/2021 - 06/2024

CallTek (Allied Global) , Tegucigalpa

• Delivered bilingual English-Spanish technical support to over 150 US-based hospitality clients monthly, achieving a 92% customer satisfaction rating through empathetic and efficient issue resolution

• Configured and maintained CISCO MERAKI network equipment, reducing network downtime by 15% and enhancing client operational continuity

• Led troubleshooting efforts for complex connectivity and hardware issues, resolving 85% of cases on first contact and improving overall service response times

• Implemented and managed CRM platforms including Salesforce, ServiceNow, and Intercom to streamline case tracking and follow-up, reducing average resolution time by 12% and improving customer communication

• Collaborated with cross-functional teams to streamline support workflows, contributing to a 10% increase in team productivity and faster ticket resolution

Sales & Customer Service Agent

01/2018 - 05/2018

COMCORP S.A. de C.V. (CLARO HN) , Tegucigalpa

• Achieved 110% of monthly sales targets by leveraging Salesforce CRM to track leads and manage customer interactions, contributing to a 15% increase in regional revenue

• Developed and delivered detailed weekly sales and service KPI reports using ServiceNow analytics, enabling management to track performance trends and optimize strategies

• Improved customer satisfaction scores by 20% through personalized communication and tailored service recommendations facilitated by CRM data insights, driving higher service adoption rates

• Collaborated with cross-functional teams to streamline sales processes within Salesforce, reducing customer onboarding time by 25% and enhancing overall operational efficiency

Technical Support Agent

04/2017 - 07/2017

KHOAH Solutions , Tegucigalpa

• Leveraged Salesforce CRM to track and manage over 50 daily inbound support calls from US and Canadian customers, ensuring accurate case documentation and timely follow-ups

• Diagnosed and resolved complex product issues, achieving a 90% first-call resolution rate and contributing to a 15% increase in overall customer satisfaction (CSAT) scores

• Collaborated with cross-functional teams to escalate and resolve technical challenges, reducing average case resolution time by 20%

• Utilized CSAT review metrics to identify service improvement opportunities, driving enhancements that elevated client satisfaction and retention

Sales Supervisor

01/2014 - 12/2015

General Nutrition Center (GNC) , Tegucigalpa

• Led and managed a team of 20 sales associates across multiple high-traffic mall locations, driving adherence to merchandising standards and operational excellence

• Implemented daily cash closing and balance verification processes, reducing discrepancies by 15% and improving financial accuracy

• Generated detailed sales reports to track performance trends, contributing to a 10% increase in monthly sales through targeted staff coaching and inventory adjustments

• Fostered a committed team environment through hands-on leadership and training, resulting in improved customer satisfaction scores and consistent achievement of sales targets

Sales Executive

01/2012 - 12/2013

Recarga Velox (TIGO HN) , Tegucigalpa

• Managed and expanded a portfolio of 180+ clients, increasing customer base by 15% within one year through targeted outreach and relationship development

• Consistently achieved and exceeded KPIs under high-pressure conditions, driving a 20% growth in monthly sales revenue

• Handled large daily cash flows exceeding $5,000 with 100% accuracy in financial reporting and reconciliation

• Prepared detailed daily and monthly sales reports to inform strategic decisions and optimize sales performance

EDUCATION

Computer Technician

Leconte High School , California

SKILLS

Technical Skills: IT Help Desk, Technical Support, Network Configuration, Troubleshooting, Computer Hardware Repair, Software Repair, Cisco Networking

Soft Skills: Customer Service, Problem Solving, Sales Techniques, B2B Strategies, B2C Strategies, Bilingual Communication

Tools: Google Workspace, Microsoft Office Suite, Sales Force, Service Now, Zendesk

Other: English (C1 EF SET Certified), Spanish (Native), CompTIA A+ (Recommended)

CERTIFICATIONS

CCNA Introduction to Networking

Cisco Networking Academy