Open to opportunities

hector jimenez

@hectorjimenez1

Customer Experience Specialist with 11+ years optimizing multichannel support, de-escalation, and retention through data-driven problem solving.

Dominican Republic

Message

What I'm looking for

I’m looking for a CX role where I can own escalations, protect billing accuracy, and improve AHT/CSAT through data-driven problem resolution—while partnering cross-functionally to grow retention.

I’m a results-driven Customer Experience (CX) Specialist with 11+ years optimizing support operations, improving KPIs, and strengthening customer retention. In my recent role, I managed 3–4 simultaneous critical chat interactions while maintaining peak accuracy and professional service under pressure.

I’ve led targeted resolution initiatives that reduced average handling time (AHT) by 15% while boosting CSAT, and I’ve owned sensitive financial administrative work including payments, exchanges, refunds, and complex billing adjustments in strict compliance with corporate policy. I also serve as an escalation point for complex issues, applying advanced problem-solving and proactive communication to retain high-risk accounts and drive upselling opportunities.

Experience

Work history, roles, and key accomplishments

Senior CX Specialist

Alorica

Dec 2022 - May 2026 (3 years 5 months)

Managed 3–4 simultaneous critical chat interactions while maintaining accuracy and professional service under pressure. Reduced average handling time (AHT) by 15% and improved CSAT, while processing payments, exchanges, refunds, and complex billing adjustments and serving as the escalation point to retain high-risk accounts.

Multichannel Support Queue Management Zendesk AHT CSAT Customer Retention Upselling

Customer Support & Ops Coordinator

Newtech Global

Oct 2020 - Sep 2022 (1 year 11 months)

Handled high-volume phone and live chat queues, optimizing resource allocation to sustain customer satisfaction. Audited recurring service bottlenecks and maintained a zero-error rate while executing billing profile adjustments and payment tracking to protect data integrity and client trust.

Workflow Optimization Payment Tracking Escalation Management Cross functional Coordination

Customer Service Rep & Team Support

Teleperformance

Jun 2015 - Sep 2020 (5 years 3 months)

Resolved a high volume of customer inquiries, payment operations, and urgent service requests with attention to detail. Documented and resolved systemic service issues, supported promotional campaigns, proactively addressed account problems, and consistently exceeded personal, team, and organizational performance targets in a metrics-driven call center environment.

Customer Service Payment Operations Complaint Resolution Performance Metrics Administrative Support