Sergio - Customer Service and Legal Professional with 5+ years of experience

Provided front-line support managing inquiries and resolving customer issues efficiently.

Drafted legal opinions, managed judicial projects, and reviewed contracts ensuring compliance.

Supported and trained customer service teams to improve decision-making and reduce errors.

Conducted research in employment law, jurisprudence, and statutes to inform case decisions.

Proficient in SalesForce, AS400, and Microsoft Office Suite for data management and communication.

Handled and resolved 80% of escalated calls requiring supervisor assistance, ensuring quick and satisfactory resolutions for customers., Provided guidance and support to a team of 15+ representatives, improving decision-making and reducing errors by 20% through continuous training., Provided real-time customer support, resolving 50+ daily inquiries with an average response time of 2 minutes, improving customer experience and optimizing service times.

Drafted and managed projects related to administrative judicial supervision, process redistribution between courts, special permits for judges, and case distribution suspensions, ensuring judicial efficiency., Drafted responses and legal opinions to citizen petitions addressed to the institution.

Conducted in-depth legal research, analyzing laws, jurisprudence, and doctrines to support decision-making in Employment Law cases., Prepared detailed reports and legal opinions, providing clear recommendations for employment conflict resolution., Reviewed, drafted, and monitored employment and civil contracts, ensuring compliance with terms and minimizing legal risks.

Handled and resolved product damage claims, providing clear and timely responses, finding cost-effective solutions such as repairs or replacements without compromising customer satisfaction., Logged and updated 60+ cases daily in SalesForce and AS400, maintaining a complete and accurate record for follow-up., Managed 50+ daily driver calls to post stops, improving operational efficiency and reducing response time.