Open to opportunities

matias santome

@matiassantome

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Customer Support Representative specializing in e-commerce troubleshooting and customer retention for US clients.

Peru

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What I'm looking for

I’m looking for remote Customer Support or Customer Success opportunities where I can use my written-channel expertise, order management skills, and de-escalation experience to deliver excellent customer outcomes and long-term retention.

I’m a Customer Support Representative with 3+ years of experience supporting US-based Nordstrom customers through a high-volume e-commerce environment. I provide multi-channel support (email, chat, and phone), focusing on written communication to resolve complex inquiries, manage order tracking, returns, refunds, and product-related troubleshooting.

I use Gladly as my primary customer service platform and Zscaler for secure system access, and I’m recognized for de-escalating sensitive customer situations while maintaining high satisfaction and retention. Alongside my customer support work, I’ve handled retail sales, returns/exchanges, and day-to-day store operations, and I’m currently pursuing a Bachelor’s degree in International Business with interest in remote Customer Support or Customer Success opportunities.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Teleperformance S.A.C

Apr 2023 - Present (3 years 3 months)

Provide multi-channel customer support to US-based Nordstrom customers, specializing in written communication to resolve complex inquiries. Handle order tracking, returns, refunds, and product troubleshooting using Gladly with secure access via Zscaler while de-escalating sensitive situations to maintain customer satisfaction and retention.

Customer Support Email Support Chat Support Phone Support Written Communication Order Tracking Returns Refunds Troubleshooting Gladly Zscaler De escalation Customer Satisfaction Customer Retention Customer Experience (CX)

Customer Support Representative

Teleperformance S.A.C

Feb 2023 - Mar 2023 (1 month)

Supported US-based Nordstrom customers in a fast-paced e-commerce environment, focusing on de-escalating sensitive issues while maintaining service quality. Provided customer support across relevant channels and handled customer inquiries related to orders and products.

Customer Support De escalation Customer Satisfaction Customer Retention Troubleshooting

Retail Sales Associate

The Box (Quiksilver)

Jan 2015 - Jul 2021 (6 years 6 months)

Assisted customers with product selection, sizing, and in-store inquiries in a fast-paced retail environment. Processed sales transactions, returns, and exchanges, and supported store operations including inventory organization and merchandising while delivering customer service in English.

Retail Sales Customer Service Product Selection Returns Exchange Store Operations Merchandising English Communication Microsoft Excel Power BI

Education

Degrees, certifications, and relevant coursework

Universidad Peruana de Ciencias Aplicadas (UPC)

Bachelor’s degree in International Business, International Business

2025 -

Pursuing a Bachelor’s degree in International Business at Universidad Peruana de Ciencias Aplicadas (UPC). Seeking remote Customer Support or Customer Success opportunities.