Luis Pastor

I’m a customer support professional with 9 years of experience handling inquiries by phone, email, and chat. I’ve worked directly with US-based clients, managing complaints with patience and focusing on solving the customer’s actual problem—not just closing the ticket.

Most recently, I led a remote team as a Senior Lead Virtual Assistant for a US photography studio, supporting 200+ monthly client projects with a 99.5% accuracy rate. By redesigning workflows and adding automation tools, I doubled team efficiency (100% gain), trained and mentored 8 team members, raised performance metrics by 60%, and used advanced Excel analysis to cut response times by 35%.

Before that, as a Customer Service Representative in Lima, Peru, I maintained a 95% first-call resolution rate and helped keep a 30% repeat customer rate through personalized attention and post-sale follow-up. I also bring strong internal support experience from my IT & Payroll Specialist role, handling payments and payroll support and translating complex system issues into clear explanations for non-technical users.