Donald - Bilingual Customer Support Specialist with 4+ years in financial and service sectors

Managua, Managua Department, Nicaraguaen

Provided bilingual support across multiple platforms, resolving technical issues and guiding users.

Handled escalated customer cases, collaborating internally to ensure resolution and improve service.

Published on CazVid

Summary

Experienced in providing professional support across multiple platforms and industries, with a focus on financial and hospitality services.

Key Achievements

Contributed to knowledge bases by developing FAQs and documentation in two languages, enhancing self-service accessibility.

Skills

Customer ServiceExpert

Applied critical thinking and multitasking skills to manage customer inquiries and provide professional support.

Technical TroubleshootingAdvanced

Resolved technical issues across platforms such as Instacart, Cash App, and Zwift, ensuring seamless user experience.

Issue Resolution & EscalationAdvanced

Managed escalated cases by coordinating with internal teams to deliver prompt and effective solutions.

Documentation & Knowledge Base DevelopmentIntermediate

Created and updated FAQs and support resources to improve customer self-service options.

Experience

RECEPTIONIST

Hotel Barceló Managua

Jun 2014 - Dec 2014

CROUPIER AND HOST

Pharaos Casino

Jan 2016 - Jun 2018

BILLINGUAL ADVOCATE - EQUIFAX

Foundever

Jul 2019 - Oct 2020

BILLINGUAL ADVOCATE - INSTACART, CASH APP AND ZWIFT

Concentrix

Oct 2020 - Dec 2024

Customer Support and Issue Resolution - Provided exceptional bilingual support to customers via chat, email, and phone, addressing inquiries and resolving issues related to orders, payments, and account management efficiently and professionally., Multi-Platform Assistance - Delivered comprehensive support across multiple platforms (Instacart, Cash App, Zwift), ensuring a seamless user experience by troubleshooting technical issues and guiding users through platform-specific processes., Escalation and Feedback Management - Handled escalated cases by collaborating with internal teams to ensure timely resolution while gathering customer feedback to improve service quality and product development., Knowledge Base Contribution - Developed and updated FAQs and support documentation in both languages, enhancing the accessibility of self-service resources for users.