Open to opportunities

Javier Flores

@javierflores1

Bilingual customer service and technical support specialist with 8+ years resolving issues and improving KPI-driven service.

Mexico

Message

What I'm looking for

Busco un rol bilingüe donde combine atención al cliente y soporte técnico con trabajo orientado a KPIs. Quiero aportar seguimiento de incidencias y mejorar procesos, usando análisis de datos para optimizar reportes, calidad y desempeño.

I’m a bilingual customer service and technical support specialist with more than 8 years of experience delivering support in high-volume environments. I handle incoming and outgoing calls, solve problems effectively, and focus on clear, customer-first communication.

In my roles, I’ve managed incident documentation and follow-up, validated and updated client data in internal systems, and identified recurring issues to support process improvements. I’ve worked with international clients and teams while meeting quality and productivity metrics.

Alongside my service experience, I’ve built data-focused projects through a Data Science bootcamp and hands-on work: churn prediction with Python, recommendations for retail, and real-time operational analytics with dashboards. I bring that analytical mindset to improve reporting speed, model performance, and operational KPIs.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Bee Safe Services

Mar 2025 - Present (1 year 4 months)

Handled incoming and outgoing calls in English, validated and updated customer data in internal systems, and documented and categorized incidents for tracking and analysis in a high-volume KPI-driven environment.

Bilingual Customer Service Phone Support Data Validation KPIs Technical Support

Customer Support Specialist (ICMS)

SoftwareONE

Jan 2019 - Aug 2024 (5 years 7 months)

Managed international customer requests by maintaining records in corporate systems, resolving incidents, and tracking cases while coordinating with internal teams to ensure requests were completed in line with quality and productivity metrics.

Customer Support Incident Management Corporate Systems International Customer Service Data Management CRM

Real-Time Workforce Analyst

Quendrum

Sep 2018 - Mar 2019 (6 months)

Produced daily and weekly performance reports, monitored KPIs and operational deviations, supported capacity planning, and implemented real-time alerts to improve operational performance.

KPIs performance reporting Workforce Analytics Alerting And Operations Planning Capacity Planning Data Analysis Excel

Telephone Support Agent

Quendrum

May 2017 - Sep 2018 (1 year 4 months)

Managed and updated customer records, documented and categorized technical incidents, and improved response times by handling tickets efficiently.

Technical Incident Documentation Ticketing Case Categorization Response Time Improvement CRM

Financial Services Call Agent

Adya

Nov 2016 - May 2017 (6 months)

Provided phone support to prospective financial-product customers, followed up on loan requests, validated information, and guided customers through the application process while ensuring accurate updates in internal systems.

B2C Customer Service Phone Intake

Technical Support Call Agent

Teletech

Feb 2015 - Nov 2016 (1 year 9 months)

Resolved technical issues via phone by assisting with WiFi configuration and password recovery, diagnosing connectivity and speed problems, and performing basic troubleshooting before escalating incidents when needed.

Technical Support Connectivity Diagnostics Speed Troubleshooting Escalations Troubleshooting

Education

Degrees, certifications, and relevant coursework

TripleTen

Data Science Bootcamp Certificate, Data Science

Activities and societies: Projects included data cleaning/transform/visualization and collaborative work using Git and GitHub.

Data science bootcamp covering data analysis with Python and SQL, machine learning model development, and data cleaning, transformation, and visualization, with collaborative projects using Git/GitHub.