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Andrés Mass

@andrsmass

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I resolve complex customer issues across phone, email, chat, and social channels for U.S.-based clients.

Colombia

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve complex client issues, collaborate across teams, and improve the customer experience for U.S.-based or LATAM-focused customers.

I've supported U.S.-based clients at iSolved, resolving account, billing, and payroll-related inquiries through email and virtual meetings. I investigate root causes, coordinate escalations, and follow through until clients have a clear resolution.

Previously, I handled 80+ daily interactions for Fitbit at Concentrix across chat, email, and voice while documenting cases in Salesforce and Microsoft Dynamics 365. I bring bilingual English and Spanish support, empathetic de-escalation, and dependable case follow-up from high-volume customer service environments.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

iSolved

Feb 2025 - Aug 2026 (1 year 6 months)

Served as primary point of contact for U.S.-based clients via email and virtual meetings, resolving account and billing inquiries. Investigated a payroll discrepancy, identified root cause, escalated, and followed up until fully resolved.

Email Support Virtual Meetings Account Management Billing Inquiries Root Cause Analysis Escalation Management Documentation Client Follow up

Customer Support Representative

Concentrix

Jan 2023 - Feb 2025 (2 years 1 month)

Handled 80+ daily customer interactions across chat, email, and voice, logging cases in Salesforce and Microsoft Dynamics 365. Resolved billing and order issues, collaborating with internal teams and escalating complex cases.

Live Chat Email Support Voice support Salesforce Microsoft Dynamics 365 Billing Resolution Order Management Escalation Management Quality Metrics Productivity Metrics

Guest Services Associate

Starboard Cruise Services

Jan 2022 - Jan 2023 (1 year)

Provided empathetic, multilingual customer service to an international, multicultural guest base. Resolved guest concerns in real time within a fast-paced, service-focused retail environment.

Multilingual Customer Service Guest Relations Real Time Problem Solving Retail Environment