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Erick Cano Sosa

Tijuana, Baja California, Mexico

Customer Support & Operations Specialist with 10+ years in Telecom & Finance

  • Led and supported diverse customer service operations across multiple telecom companies, providing technical and service support.
  • Managed operations and compliance functions at Sigue Money Transfer, including CFPB and BBB complaint handling, and implementing a mobile app.
  • Supported real estate clients with website setup, content management, SEO, and social media strategies, enhancing client online presence.
Customer Service & Support
Advanced
Provided bilingual customer service and technical support for telecom, finance, and real estate clients.
Operations & Compliance
Advanced
Supported operational functions including reports, compliance reviews, and complaint follow-ups in finance and money transfer sectors.
Technical Skills
Intermediate
Utilized technical tools like Salesforce, Office Suite, Photoshop, and network troubleshooting in various roles.
Website & Digital Marketing
Intermediate
Assisted real estate clients with website setup, content editing, SEO, and social media marketing strategies.
Emergency & Dispatch Operations
Intermediate
Operated emergency lines and coordinated response as a dispatcher for Baja California State Government.

Languages

English
100% spoken, written
See Full Skillset on CazVid
2008 - 2015
Bilingual customer service and tech support agent
MetroPCS, Verizon FiOs, Verizon Business & DSL via Telvista
Customer service for several companies, Tech support for Verizon (DSL and fiber optics networks)
May 2016 - November 2016
Executive bilingual assistant
Sigue money transfer corp.
Operations support (management, coordination) in subjects such as: business compliance, CFPB complaint follow up, operations reports, operation manuals review
November 2016 - April 2018
Bilingual operations supervisor
Sigue money transfer Corp.
Helped a 23 employee team with bonus structures, Metric compliance review, Call monitoring, Payroll review, Attendance and operations reports, CFPB complaint reports & follow up, Better Business Bureau complaints, Implementation of a newly launched money transfer mobile app, Legal and business compliance reports
June 2018 - Dec 2022
Customer Support Specialist
AgentSquared
Support to real estate agents, Set up their personal website, Editing and adding content, Teaching improving website SEO, Social media marketing strategies, Setting custom domain names, Giving training sessions via GoToAssist, Client retention and billing
March 2019 - January 2020
9-1-1 Emergency line and camera monitoring operator & dispatcher
Baja California State Government
Telephone, radio and computer operator connecting people in need with emergency services
July 2019 - September 2020
Tier 2 Tech Support
Samsung Electronics
Provide technical support to service partners and external customers
October 2020
Digital Access Investigator
Potter Handy LLP
Investigate websites for Americans with Disabilities Act (ADA) compliance
View Complete Work History
🎓
Universidad Autónoma de Baja California
International relations
2013
See Education & Certifications
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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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