I'm seeking a fully remote role in non-voice customer support, chat and email support, contact center quality assurance, or administrative support. I value clear communication, a collaborative environment, work-life balance, and opportunities for professional growth.
Open to opportunities
Kathie Ceballos
@kathieceballos
Bilingual Customer Support Specialist | Chat & Email Support | Contact Center Quality Assurance | Open to Remote Opportunities
PanamaWhat I'm looking for
My professional background includes bilingual customer support, technical assistance, and contact center quality assurance, with a strong focus on delivering positive customer experiences.
I have experience providing support through live chat and email, managing multiple customer interactions, handling tickets in Zendesk, troubleshooting account-related issues, and coordinating escalations and follow-ups.
My quality assurance experience includes evaluating customer interactions, monitoring compliance with service standards, providing constructive feedback, and leading quality huddles to support agent development and continuous improvement.
I am detail-oriented, organized, adaptable, and skilled in problem-solving, written communication, multitasking, and time management.
I am interested in remote opportunities involving chat and email support, customer experience, contact center quality assurance, and administrative support. I am also developing my skills in virtual assistance, digital productivity tools, and AI-powered workflows.
Experience
Work history, roles, and key accomplishments
LP
Chat Customer Support Representative
Lacias Panama
Jun 2025 - Oct 2026 (1 year 4 months)
Provided customer support in English and Spanish via Zendesk live chat and email. Managed up to four simultaneous conversations, handle ticket workflows, and escalate cases as needed.
FP
Quality Analyst
Foundever Panama
Oct 2020 - Apr 2025 (4 years 6 months)
Monitored and evaluated customer interactions to ensure adherence to quality standards and internal procedures. Reviewed live and recorded calls and chats, identifying inconsistencies and opportunities for improvement.
FP
Customer Service Representative
Foundever Panama
May 2007 - Oct 2020 (13 years 5 months)
Provided customer service, technical support, billing assistance, and banking-related information through inbound calls and chat. Handled multiple concurrent chat interactions and mentored new hires.
Education
Degrees, certifications, and relevant coursework
IB
Instituto Cultural Bilingüe
Bachiller en Ciencias, Letras e Informática, Ciencias, Letras e Informática
Completed high school education with a focus on sciences, letters, and informatics.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
PanamaAuthorized to work in
Salary expectations
30k+ USD
Job categories
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