Open to opportunities

Mateo Giles Ulloa

@mateogilesulloa

Message

I improve customer operations, retention, and support outcomes across remote, high-volume teams.

Bolivia

Message

What I'm looking for

I'm looking for a customer success, support, or remote operations role where I can improve retention, service quality, KPIs, and customer workflows using CRM and data-driven processes.

I've supported customer operations across Millicom/Tigo Bolivia, Shiftly Auto, and remote U.S.-based service environments, improving customer experiences through KPI tracking, technical support, and workflow coordination.

At Tigo Bolivia, I progressed from remote call center and virtual assistant work into Back Office and Customer Success Manager responsibilities. I tracked conversion, response-time, and retention metrics, used HubSpot, Zendesk, Google Sheets, and Notion, and focused on NPS, customer loyalty, and long-term value.

At Shiftly Auto, I provide technical support for automotive dealerships, troubleshooting SaaS platform issues, inventory synchronization, marketplace integrations, and vehicle-listing workflows. I manage tickets, diagnose issues, and coordinate clear resolutions across digital platforms.

My background also includes English teaching, banking operations, medical interpretation, appointment setting, and high-volume solar prospecting. I'm C2 English certified and fluent in English and Spanish, bringing strong remote communication and process-optimization skills to customer-facing operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Support Specialist

Current

Shiftly Auto

Jan 2026 - Present (8 months)

Delivered remote technical support to U.S.-based automotive dealerships, troubleshooting SaaS platform issues, inventory synchronization, marketplace integrations, and vehicle listing workflows. Managed support tickets, diagnosed technical issues, coordinated resolutions, and maintained clear communication across multiple digital platforms.

Technical Support SaaS Support Inventory Management Ticket Management Communication Skills

Remote English-Spanish Interpreter - Medical Appointment Setter

Clear Source Translation

Jan 2025 - Dec 2025 (11 months)

Provided OPI translation for clinics and hospitals across the U.S. on medical topics including oncology, pediatrics, gastroenterology, obstetrics, internal medicine, emergency room, and recovery room. Also assisted with medical appointment setting.

Medical Interpretation English Spanish Translation Appointment Setting Healthcare Communication

Cold Calling for Solar Panels

Premura - Independent Energy

Jan 2025 - Dec 2025 (11 months)

Conducted 300+ outbound cold calls daily to U.S.-based prospects, focusing on appointment setting for solar energy programs. Utilized dialing systems and CRM tools to manage leads, track performance, and coordinate appointments efficiently within a remote team environment.

Cold Calling Appointment Setting Lead Management CRM Remote Team Collaboration

Customer Success Manager

Millicom - Tigo Bolivia

Jan 2023 - Dec 2025 (2 years 11 months)

Tracked and optimized key KPIs including conversion rates, response times, and customer retention. Leveraged tools such as Google Sheets, Zendesk, and Notion to streamline workflows and improve NPS by identifying customer pain points and enhancing service quality.

Customer Success KPI Tracking Data Analysis NPS Improvement Google Sheets Zendesk Notion

Remote Call Center - General Virtual Assistant

Millicom - Tigo Bolivia

Jan 2022 - Dec 2023 (1 year 11 months)

Provided remote technical support from Tigo Bolivia to Tigo Honduras. Also worked as a General Virtual Assistant, and was promoted to the Back Office team and later to Customer Success Manager.

Technical Support Virtual Assistant Remote Work Customer Service

Bank Teller

Banco Bisa S.A - BCP Banco de Credito de Bolivia

Jan 2021 - Dec 2022 (1 year 11 months)

Managed high-volume cash transactions with accuracy and compliance, ensuring adherence to banking regulations and internal controls. Operated multiple financial systems simultaneously while maintaining efficiency under pressure and delivering high-quality customer service.

Cash Handling Banking Regulations Customer Service Financial Systems

English Teacher

Private Institute ITESEM

Jan 2019 - Dec 2021 (2 years 11 months)

Delivered English instruction to students aged 12–45, managing classes of 35+ learners. Designed structured lesson plans, tracked student progress, and implemented tailored teaching strategies to improve language acquisition and engagement.

English Teaching Lesson Planning Student Progress Tracking Classroom Management