Jonathan Dario Higuera Zacarias

At Concord, I delivered bilingual English and Spanish customer support through structured questioning, earning a 9.5/10 quality-assurance score in my first support role.

I documented customer details, actions, payments, and follow-up requirements in Client Central CRM, keeping handoff records audit-ready. I escalated specialized cases to Back Office through Slack with complete notes so customers did not need to repeat their issue.

I consistently applied account-verification and privacy requirements while clearly explaining policies, timelines, and next steps. I met or exceeded a MXN 22,000 monthly performance target every period worked, with perfect attendance and punctuality.

I'm trained in Jira ticket workflows and hold an IBM Python Certificate. I'm building toward L1 technical support while remaining ready to support customers through chat, phone, and remote service workflows.