Open to opportunities

Edwin Alvarez

@edwinalvarez

Message

Bilingual customer service and payments specialist focused on calm, precise support.

Colombia

Message

What I'm looking for

I’m looking for a role where I can support customers through payments and CRM workflows, manage tickets under SLA, troubleshoot with confidence, and partner with internal teams to resolve issues quickly and clearly.

I’m a bilingual customer service and payments specialist with nearly 3 years of experience supporting US-based clients by phone, email, and ticketing systems. I’m skilled in payment verification, billing follow-up, CRM documentation, call notes, escalation handling, and organized digital recordkeeping.

I’ve supported restaurant owners and staff with payment processing and POS/backend concerns, managed high-volume tickets under SLA, and kept case notes and follow-ups accurate in Salesforce and Jira. I also handled sensitive refund and policy-abuse-related situations, protecting the customer experience while escalating high-risk issues and coordinating clear next steps.

Experience

Work history, roles, and key accomplishments

Customer Service & Fraud Support

TaskUs - Burger King

Jan 2026 - May 2026 (4 months)

Provided customer support for refunds, coupons, compensation, and policy abuse while handling sensitive cases. Reviewed customer activity for potential fraud/process issues, maintained follow-up notes in internal systems, and escalated urgent or high-risk cases to internal teams.

Inbound Calls Email Support Fraud Process Issue Identification Refunds Billing Follow Up Escalations

Payments Specialist

Movate - Toast

Apr 2024 - Sep 2025 (1 year 5 months)

Supported US restaurant owners and staff with payment processing, POS/order flow, backend configuration, and transaction concerns. Verified payment/processing status, investigated billing-related issues, managed high-volume SLA tickets, and documented case notes in Salesforce and Jira while coordinating with technical/operations teams to resolve incidents.

Payment Processing Support Billing Follow Up POS Order Flow Support High Volume Ticket Management (SLA)Salesforce Jira Escalation Handling Technical Troubleshooting Clear Customer Updates

Customer Service Representative

Quantica BPO - Straight Talk

Feb 2023 - Sep 2023 (7 months)

Answered inbound calls from US customers and resolved technical issues related to mobile devices and service plans. Updated customer records, documented troubleshooting steps, supported plan upgrades, and maintained a professional tone under pressure.

Inbound Calls Technical Troubleshooting Mobile Device Support Service Plans Troubleshooting Plan Upgrade Support Customer Service