Luis Alejandro Salas Chaves

Customer Success & Technical Support Specialist | Queue Management & Operations Analyst | Microsoft

Actively looking · Member since 10 Jul 2026

Message

Location: Costa Rica

Desired salary: Unspecified

Work preference: Remote Only / Full Time, Part Time

Experience level: Mid

About

Professional summary

Bilingual (English/Spanish) Specialist with over 8 years of experience optimizing operational efficiency, queue management, and client satisfaction across the tech and finance industries.

My expertise lies in managing Microsoft Azure cloud billing infrastructure, real-time ticket allocation, and ensuring strict SLA compliance for global enterprise accounts, consistently meeting and exceeding team KPI targets. I bridge the gap between complex technical systems and user-friendly solutions to drive customer loyalty.

🔹 Core Competencies: Customer Success, Cloud Tech Support, Workforce Management (WFM), Case Routing, Backlog Triage, Financial Operations.
🔹 Tools & Systems: MS Azure Portal, Dynamics 365/CRM, Case Buddy, Avaya, Power BI, Advanced Excel.

Always open to connecting regarding roles in Operations, Technical Support, Queue Analysis, or Customer Success.

Notice period: inmediatelly

Experience

Career history

Microsoft Support Engineer & Queue Monitoring Agent TekKnowledge

Feb 2022 – Jun 2026

• Resolved complex cloud technical and billing support inquiries for Microsoft Azure, guiding enterprise clients
• Managed global floor allocation and real-time operations, routing SLA-driven tickets based on engineer availability to maintain a 98% SLA compliance rate.
• Optimized backlog management by triaging up to 4 new complex cases and administering 2 backup cases daily
• Spearheaded real-time staff scheduling and shift administration to ensure 100% floor coverage during peak hours.

Customer Service & Financial Operations Specialist DXC

Jan 2018 – Dec 2021

• Administered life insurance policies and fund distributions, ensuring 100% compliance with internal and legal policies for end-users.
• Executed high-volume financial transactions, calculated complex interest rates, and processed loan allocations maintaining a 99.9% accuracy rate.
• Managed end-to-end death benefits and claims processing, validating legal documentation for final distributions