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Juan
Customer Support Specialist & Legal Administrative Assistant with over 9 years of diverse experience
Video resume
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Competencies
Extensive experience in troubleshooting, escalation handling, and maintaining high CSAT & SLA standards.
Proficient in managing legal cases, drafting filings, and conducting legal research for law firms.
Skilled in designing and delivering English language courses, improving student academic confidence.
Capable of managing multiple high-volume communication channels efficiently under pressure.
Education
Languages
Summary
Dedicated to delivering exceptional customer service, managing legal documents, and teaching English. Proven ability to handle high-volume support, legal case management, and educational instruction with excellence.
Key Achievements
- Consistently achieved high CSAT scores through efficient troubleshooting and customer issue resolution.
- Successfully managed over 100 university students' English language skills, boosting their academic confidence.
- Streamlined legal case management processes, ensuring timely legal documentation and case updates.
- Handled multiple high-volume customer support channels, maintaining excellent satisfaction ratings.
- Designed structured lesson plans based on linguistic theories, improving student engagement and learning outcomes.
Experience
Customer Service Specialist
Provided Tier 1 & Tier 2 support for Hotels.com, AT&T, and Cigna Dental, troubleshooting issues efficiently and ensuring high CSAT scores., Resolved customer complaints, handled escalations, and processed service requests while maintaining SLA compliance., Developed expertise in ticketing systems and company policies, leading to optimized resolution times.
English Teacher
Successfully guided 100+ university students in mastering English language skills, improving their academic confidence., Designed and delivered structured lesson plans based on linguistic theories and real-world applications.
Virtual Assistant | Legal Administrative Support
Managed bankruptcy cases, legal documentation, and client communication., Drafted court notices, prepared legal filings, and updated case records., Conducted research on legal documents, trial events, and hearing schedules., Assisted attorneys by coordinating case files and preparing client reports.
Customer Support Representative (Wix Account, Night Shift)
Assisted Wix users with website troubleshooting, billing inquiries, and platform navigation., Managed multiple chat and email interactions simultaneously, achieving high customer satisfaction ratings., Proactively monitored and prioritized ticket queues to meet SLA requirements.
Skills
Video Transcript
Video Resume Juan Jimenez
On Jimenez, I am a customer service specialist with seven years of experience in high volume support and issue resolution. I excel in meeting performance goals and adapting to new processes. I manage back-rubsy cases with 100% accuracy, maintain 95% CSAT, assist in Wix users, and help over 100 students to improve their English skills. I'm eager to apply my expertise as a virtual assistant to enhance efficiency in client communication. Thank you.