Customer Support and Service Specialist

I am a results-driven Customer Support and Service Specialist with over five years of experience in high-volume CRM, SaaS, retail, and telecommunications support environments.

I provide omnichannel customer service through voice, chat, email, and video interactions. I am experienced in handling multiple simultaneous conversations while maintaining accuracy, customer satisfaction, and professional communication.

I use Salesforce Service Cloud and internal SaaS diagnostic tools to maintain a complete customer view, document cases, resolve issues, and improve workflows. My work has contributed to reducing Average Handle Time by 15% while preserving service quality.

I have strong technical troubleshooting capabilities, including remote diagnostics for hardware and connectivity issues. I also resolve complex subscription billing, account access, and account security inquiries while following data protection procedures.

I am proactive, adaptable, and comfortable making critical decisions under pressure. I balance corporate policies with customer retention goals and have consistently maintained CSAT scores above 95%.

I am a native Spanish speaker with professional bilingual English skills, able to support customers and collaborate effectively in both languages.