Open to opportunities

Guillermo Martinez

@guillermomartinez1

Message

Bilingual customer support leader skilled in translation and UX communication.

Honduras

Message

What I'm looking for

I seek a role where I can use bilingual communication and translation skills to improve customer experience, mentor teams, and collaborate cross-functionally while growing in support operations or technical customer success.

I am a reliable bilingual (Spanish-English) customer support professional with strong written-communication, translation, and user-satisfaction expertise. I bring paid translation experience handling sensitive content, C2-level English proficiency, 61 WPM typing speed, and a recent Full Stack Development diploma that expands my technical toolkit.

In roles from customer support to team lead, I have managed people, coached and mentored staff, analyzed KPIs, conducted interviews, and collaborated across HR, IT, and logistics to improve processes. I excel at clear, empathetic responses, tone adaptation, and producing accurate documentation that supports both users and internal teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Representative

Current

Knocking

Sep 2024 - Present (1 year 2 months)

Deliver customer support via email, calls, and chat in English and resolve shipping, returns, and order fulfillment issues while maintaining empathetic brand tone and improving support documentation.

Customer Support Email Support Live Chat Phone Support order fulfillment Empathetic Zendesk Gorgias

Team Lead

IntouchCX

Jan 2021 - Oct 2023 (2 years 9 months)

Led a support team for the Lululemon account, managing staffing, coaching, and conflict resolution while tracking KPIs, conducting interviews, and mentoring staff to improve performance.

People Management Coaching KPIs Hiring Conflict Management Performance Monitoring Power BI

Customer Support & Sales

Amazon / Priceline (BPOs)

Jan 2018 - Jan 2021 (3 years)

Managed customer inquiries via phone, email, and chat for Amazon and Priceline, resolving refunds, delays, and escalations while adapting tone and providing technical support.

Escalation Management Email Support Phone Support Chat Support Zendesk

Project Assistant & Translator

Cepudo Association

Jan 2014 - Jan 2018 (4 years)

Provided paid English–Spanish translation for a child sponsorship program, translated hundreds of letters accurately under tight deadlines and supported project coordination and reporting.