Joel Valencia
@joelvalencia
Bilingual remote customer service specialist specializing in chat support and empathetic written communication.
United StatesWhat I'm looking for
I am a bilingual remote customer service specialist focused on chat-based support for U.S. banking clients and general inquiries.
In my current role supporting the Foundever® (Capital One) project, I resolve 60+ daily inquiries across multiple simultaneous chats with a 95%+ resolution accuracy, document cases in CRM platforms, and ensure compliance with banking protocols.
Previously, I served as a flight attendant for an international carrier, where I delivered personalized service, resolved conflicts in high-stress environments, and collaborated with multicultural teams while adhering to strict safety and operational protocols.
I seek fully remote, chat-focused roles that let me deliver exceptional customer experiences while maintaining a healthy work-life balance and working U.S. time zones (EST-friendly schedule).
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Foundever
Jan 2025 - Present (1 year 5 months)
Provide chat and phone support for U.S. banking clients, resolving 60+ daily inquiries across multiple simultaneous chats with 95%+ resolution accuracy and consistently exceeding response time and customer satisfaction metrics.
Flight Attendant
Copa Airlines
Dec 2015 - Oct 2023 (7 years 10 months)
Delivered personalized customer service to international passengers across U.S. time zones, resolved conflicts in high-stress environments, and was recognized for consistently providing above-standard customer experiences.
Education
Degrees, certifications, and relevant coursework
Academia Santa María
High School Diploma, Science & Humanities
High School Diploma with focus on Science and Humanities, awarded in 2009.
Pan Am International Flight Academy
Commercial Pilot Training, Aviation / Commercial Pilot
2014 -
Completed commercial pilot training at Pan Am International Flight Academy in 2014; not currently practicing.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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