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Manuel
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Competencias
Demonstrated experience with Zendesk.
Demonstrated experience with Salesforce.
Demonstrated experience with JIRA.
Demonstrated experience with Live chat.
Demonstrated experience with Email.
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Idiomas
Experiencia
TWILIO Support Engineer Tier 1 (Messaging Team)
Provided frontline technical support for Twilio Messaging products, resolving SMS/MMS delivery issues, API errors, and integration challenges for developers and enterprise customers., Managed support tickets end-to-end, including troubleshooting, documentation, and escalation to engineering teams while ensuring SLA adherence.
TWILIO Support Engineer Tier 1 (Trust and Safety SendGrid Team)
Investigated and resolved abuse and compliance cases related to email sending, ensuring adherence to Twilio SendGrid’s Acceptable Use Policy and global anti-spam regulations., Educated customers on responsible sending practices, improving deliverability and reducing compliance risks., Take appropriate actions such as suspending or warning accounts based on policy violations.
CISCO TAC Hardware
Provided Tier 1 technical support for Cisco hardware products, assisting enterprise clients with diagnostics, basic configurations, and system checks., Performed initial troubleshooting steps for hardware failures, connectivity issues, and RMA-related processes., Collected and analyzed logs, serial numbers, and device outputs to identify issues and determine appropriate escalation paths.
Amazon Vision Operation (AVOC)
Monitored operations through computer vision tools for warehouse efficiency and safety., Flagged irregularities and ensured fast issue resolution.
Customer service representative (USA / Canada bank services)
Provided banking support services to customers in the US and Canada., Specialized in fraud detection and dispute resolution., Maintained customer satisfaction through clear communication and professionalism.