Remote-first positions in customer service specializing in knowledge management, customer experience and CX operations.
CFLooking for a job
Carlos Ferrer
@carlosferrer
I can help you create, meassure and maintain an efficient customer-obsessed support team.
MexicoWhat I'm looking for
Senior customer experience and technical support generalist with 10+ years experience in customer service and technical support teams.I’ve helped companies create and maintain efficient and scalable customer service teams with an emphasis on security, customer satisfaction and reliable documentation.Senior customer experience and technical support generalist with 10+ years experience in customer service and technical support teams.I’ve helped companies create and maintain efficient and scalable customer service teams with an emphasis on security, customer satisfaction and reliable documentation.
Experience
Work history, roles, and key accomplishments
RECurrent
Maintained a consistent customer satisfaction of 92%+ and a ticket resolution rate of 50-70 inquiries per week, trusted SME in multiple functional areas, knowledge base article creation and tooling data flow configuration, including ticket routing and categorization.
HOCustomer Support Team Lead
Hootsuite
• Recruitment and daily supervisor of online technical and billing customer support agents, I managed up to 25 simultaneous direct reports
• One-on-one coaching and feedback sessions to support agents
• QA Evaluator
• Technical writer, communications specialist and training material content creator
• Zendesk administrator
Education
Degrees, certifications, and relevant coursework
UGUniversidad de Guanajato
Bachelor of Engineering, Information Technology Administration and Management
Availability
Looking for a job
Location
MexicoAuthorized to work in
Salary expectations
50k+ USD
Social media
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