Open to opportunities

Hamer David Roa Guzman

@hamerdavidroaguzman

Bilingual customer support specialist helping international clients resolve issues with speed, clarity, and CRM accuracy.

Colombia

Message

What I'm looking for

I’m looking for remote roles where I can support international customers, manage tickets in CRM systems, and consistently improve CSAT/AHT/SLA through clear communication, fast learning, and strong attention to detail—preferably with a team that values collaboration.

I’m a bilingual (Spanish/English) Customer Support Specialist with over 3 years of experience assisting international clients across chat, email, and phone channels. I’m proactive and detail-oriented, handling high-volume inquiries through ticketing systems and keeping problem-solving documentation accurate in CRM systems.

In my roles, I maintained performance metrics such as CSAT, AHT, and SLA compliance while resolving complex customer issues and collaborating with internal teams to drive efficient outcomes. I also supported sensitive cases including account validation and fraud prevention, and I’ve worked with tools like Slack, Google Workspace, and ChatGPT to stay fast and reliable in remote environments.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Webhelp - Concentrix

Dec 2022 - May 2025 (2 years 5 months)

Managed high-volume customer inquiries via email and chat, ensuring timely, accurate responses and documenting interactions in CRM systems. Handled account validation and fraud-prevention cases while maintaining SLA compliance and performance targets including CSAT/AHT.

CRM (Salesforce)Zendesk Conflict Resolution

Travel Associate

IGT solutions

Jan 2022 - Nov 2022 (10 months)

• Coordinated travel services including bookings, cancellations, and schedule changes.
• Managed multiple customer requests simultaneously with high accuracy.
• Provided real-time updates and ensured proper follow-up on requests.
• Maintained detailed records of customer interactions and transactions.

Dynamic Remote

Customer Service Agent

Convergys

Jan 2018 - Jun 2018 (5 months)

Provided support for billing, payments, and service-related inquiries, resolving customer issues while following internal processes. Maintained accurate documentation to support service-quality standards.

Accurate Customer Documentation