Freelancer profile translated to English.
Back to original languageAbout Fernando
Spanish
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- FreelanceCustomer Service AgentJanuary 2023 - January 2026 (3 years)Chat, email, and phone support for digital companies. 92% customer satisfaction. 30% reduction in response time. Proficient with Zendesk, Freshdesk, HubSpot. Handling returns, sales, follow-ups, and retention.
- Atención Online 24/7Support RepresentativeJanuary 2021 - January 2023 (2 years)Over 100 daily interactions. Resolution of complaints and complex cases. Weekly quality reports. Training for new agents. 18% improvement in FCR.
- Servicios Globales S.A.Agente de Atención al ClienteJanuary 2020 - January 2021 (1 year)Soporte telefónico y por correo. Gestión de incidencias y facturación. 98% de cumplimiento de SLA.
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Education
- High School DiplomaIES GUADAIRA2009Bachillerato
- Professional Customer Service Course2020Curso de Atención al Cliente Profesional