Mateo Amaya

I’m a bilingual customer experience professional (English C1 / Spanish native) with 4+ years of experience turning complex U.S. client issues into resolved tickets—remotely, efficiently, and without hand-holding. I’m comfortable owning payment-related questions, compliance workflows, and CRM operations end-to-end across industries.

In my current role as a Customer Support Representative at Support Your App (Trux), I resolve an average of 300–350 support tickets per week for U.S. dispatchers and drivers while maintaining data integrity and client confidentiality on a logistics dispatch platform. I manage payment inquiries, load assignment issues, and digital ticket discrepancies with accurate Zendesk case records. I also verify tax and compliance documentation as part of operational support workflows, reducing escalation rates through proactive issue identification.

Previously, as a Customer Service Agent for OPTAVIA via 24/7 InTouch, I maintained a 90% CSAT score consistently in a high-volume, multichannel operation serving U.S. clients and independent health coaches. I achieved a 95% QA score on call and interaction reviews by staying aligned with compliance, tone, and resolution standards, while sustaining AHT within campaign benchmarks across phone, email, and live chat. I processed secure payments, billing adjustments, refunds, and commission/bonus inquiries and documented everything end-to-end in Salesforce with full audit trails.

I’ve been fully remote since 2021, serving U.S. clients exclusively, so I’m used to async communication and U.S. business culture without needing ramp-up. I bring cross-industry adaptability—from health/wellness support to logistics tech troubleshooting—so I can quickly own the role and keep quality high. My professional ethos is simple: resolve with accuracy, document with clarity, and prevent the next escalation by spotting issues early.