Looking for a remote or hybrid role in customer support or client success where I can deliver excellent service, improve processes, and grow in a collaborative, results-driven team.
IELooking for a job
Ivan Leroy Reynoso Espinoza
@ivanleroy
Bilingual Customer Support Specialist | 5+ yrs experience | Expert in CRM, client care & KPI performance.
MexicoWhat I'm looking for
I’m a bilingual (English–Spanish) professional with over five years of experience in customer support, account management, and remote operations. Throughout my career, I’ve worked with international clients in industries such as telecom, banking, and SaaS, consistently achieving 95%+ customer satisfaction and 90%+ First Contact Resolution. I’m highly skilled in CRM tools like Salesforce, Zendesk, and HubSpot, and I take pride in combining empathy, organization, and clear communication to create exceptional client experiences.
Beyond my professional background, I’m passionate about continuous learning, technology, and communication, I enjoy exploring how AI and digital tools can enhance customer interactions and operational efficiency. My goal is to keep growing in roles that value excellence, teamwork, and innovation, where I can contribute to meaningful results and long-term client success.
Experience
Work history, roles, and key accomplishments
FOProvide bilingual support to U.S. clients, offering accurate and empathetic service in a remote setting.
Manage banking information and sensitive data with confidentiality and precision.
Ensure client satisfaction by delivering personalized assistance and timely issue resolution.
VT
Bilingual Customer Service Agent
Verizon / TTEC
Jan 2024 - Dec 2024 (11 months)
Delivered real-time multichannel support for U.S. customers, maintaining FCR above 90% and average CSAT 4.8/5 while managing accounts and tickets via Salesforce to ensure timely resolution and KPI exceedance.
TDSupported customers in English and Spanish via phone, chat, and email.
Resolved issues efficiently, achieving high customer satisfaction and retention rates.
Handled CRM data (Salesforce) and exceeded response time and quality KPIs.
SC
Bilingual Customer Service Agent
Starfish Co.
Jan 2023 - Dec 2023 (11 months)
Handled voice, chat, and email interactions in English and Spanish, contributing to sales and retention initiatives that increased renewals by 15% and documenting resolutions in Zendesk to maintain data accuracy.
DC
Customer Relations Manager
Dental City
Jan 2018 - Dec 2023 (5 years 11 months)
Built long-term client relationships and managed appointments and records, achieving a 98% satisfaction rate while creating educational content and overseeing communication strategies to enhance brand loyalty.
STManaged multichannel support (inbound/outbound), ensuring consistent communication and professionalism.
Assisted in sales and retention, focusing on customer loyalty and relationship building.
Education
Degrees, certifications, and relevant coursework
UMUniversidad Nacional Autónoma de México
Postgraduate Diploma in Endodontics with Technological Application, Endodontics
2014 - 2015
Postgraduate diploma emphasizing endodontics with technological applications for advanced root canal therapies.
UM
Universidad Nacional Autónoma de México
Bachelor's Degree in Dentistry, Dentistry
2009 - 2013
Completed a professional dentistry program focusing on clinical dental practice and patient care.
UMUniversidad Nacional Autónoma de México
Postgraduate Diploma in Comprehensive Dental Care, Comprehensive Dental Care
Postgraduate diploma focused on comprehensive dental care covering preventive, restorative, and patient management practices.
UN
UNAM
Bachelor’s Degree in Dentistry
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
MexicoAuthorized to work in
Canada
United StatesSalary expectations
30k-60k USD
Social media
Job categories
Customer Service AgentCustomer Service RepresentativeAccount ManagerClient Success ManagerRemote Support SpecialistQuality Assurance SpecialistCustomer Support SpecialistCustomer Service ProfessionalSenior Customer Support SpecialistCustomer Service ExecutiveCustomer Service ManagerCustomer Service Lead
Skills
Customer Relationship ManagementAccount ManagementCustomer RetentionRemote SupportConflict ResolutionMultichannel SupportKPIsQuality AssuranceData ComplianceZendeskHubSpotMicrosoft OfficeGoogle WorkspaceVPNRemote Desktop ApplicationsEmpathyActive ListeningWindowsCustomer SupportClient Relationship ManagementCommunication SkillsProblem SolvingSalesforceTime ManagementRemote Team Management
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