Open to opportunities

Felipe Alvear-Gajardo

@felipealvear-gajardo

Customer Service Associate specializing in complex cases, mentoring, and customer satisfaction through phone, live chat, and email.

United Kingdom

Message

What I'm looking for

I’m looking for a customer-focused role where I can own complex cases, strengthen service quality through detailed reporting and training, and work in a team that values safety, measurable targets, and continuous development.

I’m a Customer Service Associate (Specialty) delivering high-quality support across phone, live chat, and email. At Amazon Sweden, I’ve helped customers in Swedish and English, handled specialist cases (including payment issues), and managed my workload by creating follow ups when customers needed further investigation.

Building on that, I’ve developed a track record in training, performance, and quality. From Addison Lee and Diligenta, I handled B2C and B2B requests, resolved complaints, and managed detailed bookings while staying within targets like customer satisfaction, AHT, and call quality. Earlier as a Mcdonald’s Crew Trainer, I coached junior employees, improved performance and food safety, processed payments, and supported customers through complaints, aggression, and special needs—bringing a consistent, safety-first, improvement-driven mindset to every role.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

Amazon Sweden

Feb 2023 - Present (3 years 4 months)

Provided customer support via phone, live chat, and email in Swedish and English, handling specialist payment and account cases. Maintained health and safety compliance and records, managed follow-ups, and mentored new starters.

Customer Service Live Chat Support Customer Support Troubleshooting Specialist Cases Safety Compliance performance reporting Mentoring

Premier Advisor

Addison Lee

Apr 2022 - Jan 2023 (9 months)

Answered calls and emails for B2C and B2B clients, resolving complaints related to late cars, driver behavior, and vehicle standards. Rescheduled national and international bookings with global affiliates while meeting targets including customer satisfaction, AHT, and call quality.

Customer Service Complaint Handling Booking Coordination Multilingual Communication Customer Satisfaction

Customer Service Advisor

Diligenta

Jun 2021 - Jan 2022 (7 months)

Handled multiple customer cases per day, including complex and difficult situations, and managed calls to ensure issues were addressed appropriately. Resolved product sales and customer service problems quickly and maintained detailed notes for future reference.

Customer Service Phone Support Troubleshooting System Usage (Phones Email)Service Recovery

Crew Trainer

McDonald's

Jun 2018 - Jun 2021 (3 years)

Trained junior employees and new team members on correct procedures across operations, improving food safety and customer service. Provided feedback to managerial staff, coached complaint and aggression handling, and processed card and cash payments.

Customer Service Complaint Handling Performance Coaching Operational Support Employee Feedback

Education

Degrees, certifications, and relevant coursework

Peterborough Regional College

Certificate of Higher Education, Sports Studies

2016 - 2019

Grade: Distinction (Level 2) and Double Merit (Level 3)

Completed a Certificate of Higher Education in Sports Studies at Peterborough Regional College from 2016 to 2019, covering Sports Studies Levels 2 and 3. Finished Level 2 with a Distinction and completed Level 3 with a Double Merit.