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Miguel
Docente orientador
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Competencies
Experiencia demostrada en Inglés fluido.
Experiencia demostrada en Comunicación efectiva.
Experiencia demostrada en Resolución de conflictos.
Experiencia demostrada en Pensamiento crítico y análisis social.
Experiencia demostrada en Organización y planificación de procesos.
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Summary
Docente orientador buscando nuevas oportunidades
Experience
Docente orientador
Desempeñándome como docente orientador adscrito al área de psico-orientación.. Trabajé articuladamente con el área de psicología para la implementación del programa PESCC (Proyecto de Educación para la Sexualidad y Construcción de Ciudadanía).. Diseñé y ejecuté un proyecto social desde el Trabajo Social enfocado en la formación y fortalecimiento del proyecto de vida en estudiantes.
CCOT Specialist (promoted)
Specialized in resolving escalated, high-severity customer complaints that standard support tiers could not address.. Successfully managed complex cases involving fraud disputes, unauthorized transactions, account closures, missing funds, and security breaches delivering accurate resolutions while minimizing financial and reputational risk to the company.. Leveraged a multi-tier classification framework to assess, categorize, and prioritize incoming complaints based on urgency, financial impact, and technical complexity.. Took full ownership of each complaint from intake through final resolution.. Conducted in-depth investigations using internal tools, transaction histories, and account logs.. Collaborated with fraud prevention, engineering, and legal teams when necessary to resolve non-standard, high-risk edge cases that fell outside automated or scripted solutions.. Performed end-to-end, deep-dive investigations on high-severity customer complaints (fraud, missing funds, account lockouts).. Cross-referenced transaction histories, account metadata, and system logs to isolate root causes.. Delivered evidence-based resolutions that restored customer trust and prevented future recurrences.
Chat Agent
Delivered high-volume, real-time support exclusively via live chat for Cash App, a leading digital payments platform, resolving an average of 50-90 customer inquiries per shift.. Served as the first point of contact for technical and financial inquiries.. Expertly diagnosed and resolved issues related to login failures, payment delays, account verification, and transaction disputes.. Escalated complex, unresolved technical cases to Tier 2/3 support, ensuring seamless problem resolution.. Guided users through sensitive processes, including identity verification (KYC), fraud reporting, and secure account setup, strictly adhering to financial industry regulations and data privacy protocols.. Consistently exceeded key performance indicators (KPIs), including Customer Satisfaction (CSAT), First Response Time (FRT), and Resolution Rate, by combining technical accuracy with empathetic, professional communication.. Systematically addressed and categorized customer complaints using a multi-tier prioritization framework (Tier 1, 2, 3), ensuring rapid escalation of complex financial or technical issues.
Voice Agent
Handled 30+ daily calls assisting clients to update their personal information, insurance, vehicle data, background, banking information and account-related issues, prioritizing first-contact resolution.. Demonstrated patience and professionalism, maintaining high satisfaction levels.. Followed call quality standards and company protocols to maintain compliance and deliver high-quality service.