Open to opportunities

Jose Connor

@joseconnor

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Bilingual customer operations leader with 11+ years of US-client support, dispatch, QA, and AI-enabled problem solving.

Dominican Republic

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What I'm looking for

I’m open to opportunities where I can take ownership of customer operations—support, triage, QA, and dispatch workflows—partner with cross-functional teams, and improve processes using reliable execution and AI-enabled problem solving.

I’m a bilingual English/Spanish remote professional with 11+ years of experience in customer service, dispatch, operations, and team leadership, working exclusively with US-based clients. I’m known for taking ownership, building systems, and delivering reliably without close supervision.

I’ve accumulated nearly 20,000 hours on Upwork across CS, QA, dispatch, and operations roles, including Tier 2 Support where I handled complex escalations across billing and technical issues. Most recently, I set up Zendesk from scratch, improved ticketing workflows and triage processes, and supported client onboarding and billing operations using Stripe. I also bring strong AI-tool proficiency, along with a background in QA documentation, training, and technical troubleshooting to keep teams and customers moving smoothly.

Experience

Work history, roles, and key accomplishments

Client Engagement & Operations

IPVM

Oct 2024 - Jan 2026 (1 year 3 months)

Served as a primary point of contact for client engagement, providing professional email support for account, billing, and technical inquiries. Set up Zendesk workflows, managed invoicing and billing operations via Stripe, coordinated scheduling, and supported issue resolution through cross-functional collaboration.

Customer Support Email Support Zendesk Triage Billing Operations Stripe Technical Troubleshooting Cross Functional Collaboration Scheduling Documentation

Dispatcher / Logistics Coordinator

Multiple Clients

Feb 2023 - Sep 2024 (1 year 7 months)

Managed live dispatch operations for multiple towing and roadside assistance clients, coordinating drivers and service requests in real time. Served as the communication bridge between customers and drivers/motor clubs and handled escalations while maintaining active queue performance.

Live Dispatch Operations Routing Prioritization Customer Escalation Towbook AAA Dispatch Agero Honk Swoop Bringg

Customer Ambassador — Tier 2 Support

Upwork Global Inc.

Jul 2021 - Feb 2023 (1 year 7 months)

Handled escalated Tier 2 inquiries from clients and freelancers related to billing, technical issues, platform bugs, and account questions. Managed complex escalations requiring deeper investigation and cross-functional coordination, providing professional phone and email support.

Tier 2 Support Escalation Management Billing Support Technical Troubleshooting Cross functional Coordination Phone Support Email Support

Medical Interpreter — English / Spanish

Freelance

Jan 2018 - Sep 2021 (3 years 8 months)

Provided real-time consecutive interpretation in medical and professional environments. Ensured confidentiality and accuracy for sensitive multilingual communications.

Medical Interpretation consecutive interpretation Multilingual Communication Confidentiality Real Time Interpretation

Chat Agent / Team Leader / QA

Livescribe Inc.

Jan 2013 - Sep 2020 (7 years 8 months)

Progressed from customer support agent to team leader, QA specialist, and trainer for a US-based customer support operation. Led QA and maintained technical documentation and SOPs, onboarded and trained new agents, and produced performance reports aligned to client KPIs while handling technical and product inquiries.