I’m looking for a role where I can support customers with phone/chat and tech troubleshooting, own onboarding and training, and improve performance with strong metrics, QA checks, and clear follow-up.
Looking for a job
Brenda Moreno
@brendamoreno1
Bilingual Technical Support & Customer Service Specialist with 3 years of Tier 1 support experience and 11 years in client service.
MexicoWhat I'm looking for
I’m a bilingual Technical Support and Customer Service professional with 11 years of experience, including 3 years in Tier 1 technical support. I have hands-on experience troubleshooting customer issues, managing support tickets, and assisting with CRM configurations, API keys, third-party integrations, workflow automation, pipelines, calendars, forms, and funnels.
I also have experience supporting clients through Freshdesk, Slack, and Zoom, providing technical guidance and follow-up throughout their onboarding journey. My 2 years of onboarding experience strengthened my ability to train clients, monitor system performance, track lead flow, and identify issues that require further technical attention.
Throughout my career, I’ve developed a strong troubleshooting mindset and the ability to explain technical solutions clearly to non-technical users. I’m comfortable working with platforms such as GoHighLevel, Zendesk, Freshdesk, Salesforce, Zoho, and Jira Service Desk, while maintaining a customer-focused approach.
Experience
Work history, roles, and key accomplishments
Provided advanced onboarding and premium support to clients, resolving support tickets efficiently and guiding clients through their onboarding journey. Assisted with API key setup, integrations, troubleshooting, and supported reporting needs with accurate data tracking.
DP
Onboarding Agent (CRM)
Dealership Performance 360
Feb 2024 - Nov 2025 (1 year 9 months)
Served as a dedicated onboarding agent for 60 days, conducting welcome calls and follow-up calls with dealers. Built and managed CRM content, scheduled training sessions, performed lead routing/validation, and maintained onboarding progress records in Excel.
TM
Provided customer service and chat/tech support with account management, complaint handling, and troubleshooting. Conducted training sessions and supported top-performance metrics with strong communication and customer follow-ups.
TV
Customer Support (Retention)
Tech Mahindra (Verizon)
Mar 2022 - Jun 2022 (3 months)
Worked in retention and customer service, providing tech support and troubleshooting for customer issues. Supported sales and billing inquiries while maintaining account management and service continuity.
KR
Bilingual Chat & Phone Agent
Konexo Tres Marías (Fiesta Rewards)
May 2019 - Feb 2022 (2 years 9 months)
Delivered bilingual chat and phone support, including online tech support and hotel reservations for Fiesta Americana properties in Mexico. Managed platform operations, handled customer complaints, and supported QA-related processes.
TR
Bilingual Phone Agent
TransFast Remittance
Apr 2018 - Feb 2019 (10 months)
Provided bilingual customer service for electronic remittances, including monitoring and follow-up. Managed customer complaints and supported team operations by creating schedules and reporting results to management.
KK
Bilingual Phone Agent
Konexo (Kivac)
Jul 2017 - Apr 2018 (9 months)
Handled bilingual inbound phone reservations across Mexico and provided sales and customer service support. Focused on customer satisfaction while driving booking-related outcomes.
Education
Degrees, certifications, and relevant coursework
CC
Centro de Estudios Superiores en Ciencias Jurídicas y Criminológicas
Legal and Criminological Sciences
2019 - 2020
Studied at Centro de Estudios Superiores en Ciencias Jurídicas y Criminológicas from 2019 to 2020.
PR
Pascual Ortiz Rubio #2
2013 - 2017
Completed high school studies at Pascual Ortiz Rubio #2 from 2013 to 2017.
JR
José Rubén Romero #99
2010 - 2013
Completed middle school studies at José Rubén Romero #99 from 2010 to 2013.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
MexicoAuthorized to work in
Salary expectations
16k-30k USD
Social media
Job categories
Skills
Customer ServiceSalesBilingual Customer ServiceBilingual SupportTroubleshootingTechnical SupportAccount ManagementBillingRetentionOnboardingTraining New DealersQuality AssuranceCRM ManagementDealership Performance 360 CRMLead RoutingExcelOfficeWordGenesysZendeskJira Service DeskFreshdeskGoHighLevelSlackTrelloZohoClickUpComplaint Handling
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