Eduardo Fuentes
@eduardofuentes
I lead customer support operations, escalations, retention, and medical scheduling workflows.
NicaraguaWhat I'm looking for
I've led high-stakes customer support and operations for UniUni Express, IBEX, Target, Walmart, Dish Network, and other global brands. I improve escalation workflows, shipment tracking, retention outcomes, and SLA adherence while balancing customer satisfaction with performance metrics.
I'm now coordinating complex medical calendars and patient intake at Oclinicals, while building paralegal support capabilities focused on personal injury law. I bring bilingual English and Spanish communication, advanced Salesforce and Zendesk experience, and a proactive supervisor-track approach to complex client needs.
Experience
Work history, roles, and key accomplishments
Medical Scheduler
Oclinicals
Feb 2026 - Present (7 months)
Coordinating complex medical calendars and streamlining patient intake workflows to maximize clinic efficiency.
Support Operations Expert
UniUni Express
Dec 2024 - Feb 2026 (1 year 2 months)
Led logistics support operations, reducing resolution times by optimizing shipment tracking and escalation protocols.
Technical Support & Retention
Inspiro
Jul 2024 - Nov 2024 (4 months)
Exceeded retention targets by negotiating customized solutions and mentoring peers on technical troubleshooting.
Inbound Sales Expert
Concentrix
Feb 2024 - Jul 2024 (5 months)
Drove high-volume sales through needs-based selling and effective objection handling.
Retention & Back Office Lead
IBEX
Sep 2022 - Jan 2024 (1 year 4 months)
Managed high-priority escalations and adjustments, ensuring strict adherence to SLA standards.
Digital Support Representative
Target
Oct 2018 - Jun 2021 (2 years 8 months)
Independently managed complex returns and account disputes with top-tier performance metrics.
E-commerce Support Representative
Walmart
Feb 2016 - Sep 2018 (2 years 7 months)
Handled high-volume inquiries regarding online orders and account issues for nationwide customers.
Technical Support Representative
DirecTV
Dec 2014 - Aug 2015 (8 months)
Provided hardware and signal diagnostics, guiding users through advanced system troubleshooting.
Back Office & Retention
Costco
Jan 2013 - Nov 2014 (1 year 10 months)
Spearheaded retention-focused solutions, ranking in the top 10% for customer satisfaction.
Operations Manager
Replay Sports-Bar
May 2009 - Dec 2012 (3 years 7 months)
Directed daily operations and staff training, driving a 20% increase in customer traffic.
Account Representative
Bank One Call Center
Jan 2008 - Jan 2009 (1 year)
Handled account-related inquiries and support in a call center environment.
Billing & Order Professional
DUQCISA Call Center
Jan 2007 - Dec 2007 (11 months)
Managed billing and order processing tasks in a call center setting.
Education
Degrees, certifications, and relevant coursework
UPOLI - Polytechnic University of Nicaragua
Attended UPOLI - Polytechnic University of Nicaragua.
Colegio Bello Horizonte
Attended Colegio Bello Horizonte.
Tech stack
Software and tools used professionally
Availability
Location
NicaraguaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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