Experienced in providing professional support across multiple platforms and industries, with a focus on financial and hospitality services.
Applied critical thinking and multitasking skills to manage customer inquiries and provide professional support.
Resolved technical issues across platforms such as Instacart, Cash App, and Zwift, ensuring seamless user experience.
Managed escalated cases by coordinating with internal teams to deliver prompt and effective solutions.
Created and updated FAQs and support resources to improve customer self-service options.
Hotel Barceló Managua
Pharaos Casino
Foundever
Concentrix
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.
COLLEGUE
ENGLISH
TOURISM AND HOSPITALITY MANAGEMENT
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Delivered bilingual customer support, ensuring clear communication in both English and Spanish.