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Marvin
Project Coordinator in LATAM
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Competencies
Demonstrated experience with Escalation Management.
Demonstrated experience with Technical Troubleshooting.
Demonstrated experience with Ticket Documentation.
Demonstrated experience with Customer De-escalation.
Demonstrated experience with Cross-team Coordination.
Education
Languages
Summary
Project Coordinator in LATAM open to new opportunities
Experience
Bilingual CSR
Resolved customer and delivery-partner inquiries through chat and phone, maintaining accurate case notes and timely follow-up.. Investigated order, inventory, delivery, and route-related issues; coordinated with merchants and partner teams to resolve operational bottlenecks.. Handled escalations and de-escalated complaints while meeting CSAT, quality, and productivity KPIs.. Supported onboarding and coached new representatives on workflows, tools, and service standards.
Technical Support Specialist
Managed technical cases through CRM and ticketing systems across phone, chat, and email channels.. Troubleshot domains, DNS, MX records, SSL, email, integrations, website performance, and mobile compatibility.. Served as a Tier 2 escalation point, researched complex issues, and coordinated with internal teams.. Coached up to 5 Level 1 representatives and identified recurring issues to improve workflows, knowledge, and KPIs.
CSR
Diagnosed and resolved technical issues on mobile devices, including connectivity, SIM card, data plans, and device setup.. Guided customers step-by-step through troubleshooting processes, ensuring clear and effective resolutions.. Worked in high-pressure environments with strict time targets while maintaining service quality and efficiency.
Bilingual CSR
Provided bilingual (English/Spanish) customer support via phone for Direct Energy, handling 50–60 calls daily across account management, billing, reconnections, activations, service migrations, and technical troubleshooting.. Managed customer retention efforts and upsold products including smart thermostats and appliance protection plans, consistently meeting and exceeding established KPI targets.. Recognized for delivering high-quality service with a positive attitude and composure under pressure, going the extra mile to resolve customer concerns and drive sales outcomes.
CSR
Assisted customers with billing inquiries, payments, and account management, ensuring a clear and positive customer experience.. Resolved technical issues related to mobile and home internet services, providing step-by-step troubleshooting and effective solutions.. Identified customer needs and promoted additional services, including new lines and phone insurance, contributing to sales and customer retention.
Teleoperator
Provided bilingual (English/Spanish) customer support via live chat for Disney+ subscribers, resolving account, billing, refund, retention, and technical issues with a consistent focus on clarity and professionalism.. Delivered troubleshooting support for app integration, device compatibility, and accessibility issues across multiple streaming platforms and devices.