Dante Puebla
@dantepuebla
Bilingual (Spanish/English) customer service representative and SME focused on escalations and first-contact resolution.
MexicoWhat I'm looking for
I’m a Bilingual (Spanish / English C1) Customer Service Representative with hands-on experience supporting U.S. clients across financial services, food delivery & logistics, and telecommunications. I’m known for clear, solutions-oriented written English and keeping customer satisfaction at the center of every interaction.
In my most recent CSR role, I was promoted to Subject Matter Expert, where I handled escalations, coached new hires, and acted as point of contact in the supervisor's absence. As an SME, I followed up on escalated cases, onboarded new agents, and supported SLA & quality compliance with strong ticket triage and process improvement habits.
I also deliver reliable back-office and technical support across Zendesk, Stripe, Microsoft 365, Google Workspace, Slack, and Teams in dual-monitor, multi-system workflows. From order issues, delivery exceptions, refunds, and account-level resolution to full-English technical support and billing assistance, I combine troubleshooting, de-escalation techniques, and active listening to resolve sensitive issues quickly.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Zendesk Helpware
Nov 2025 - Present (7 months)
Provided back-office customer support for a U.S. food delivery and logistics account, resolving order issues, delivery exceptions, and refunds through Zendesk and Stripe. Worked across dual-monitor, multi-system workflows using Microsoft 365, Google Workspace, and Slack while delivering clear written support in English.
Subject Matter Expert CSR
Alorica
May 2024 - Aug 2025 (1 year 3 months)
Served as Subject Matter Expert (about 6 months in) on a U.S. consumer financial services account, managing escalations and de-escalating sensitive cases. Coached and onboarded new agents and acted as the primary point of contact when the supervisor was unavailable while maintaining SLA and quality compliance.
Bilingual Technical Support Agent
Teleperformance
Feb 2020 - Sep 2020 (7 months)
Provided full-English technical support and billing assistance for U.S. internet and TV services, combining troubleshooting with a customer-focused approach. Maintained first-contact resolution and customer satisfaction as primary metrics while resolving issues for U.S. customers.
Education
Degrees, certifications, and relevant coursework
Colegio Reforma
High School Diploma, General Education
Earned a High School Diploma and graduated in 2019.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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