Open to opportunities

MFernanda Coronel Jordan

@mfernandacoroneljord

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Customer support specialist with 5+ years' remote experience in billing, tickets, and compliance.

Portugal

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What I'm looking for

I seek a customer-facing role where I can own ticket and billing workflows, ensure compliance, resolve complex issues empathetically, and improve SLA-driven processes.

I am a Customer Support Specialist with over five years' experience working in remote and on-site roles, focused on ticket management, billing and financial operations, and GDPR/data protection compliance. I consistently follow internal SLAs, templates and checklists to ensure accuracy and process adherence.

I have handled customer email, chat and phone channels, managed billing inquiries, refunds and account adjustments, and established SLA and escalation procedures to improve response and resolution. My background includes post-sales support, delivery tracking, and order verification with empathy and professionalism.

Fluent in Spanish (native), English (C1) and Portuguese (C2), I am a detail-oriented problem solver familiar with systems such as Jira, Salesforce CRM, SAP and the Microsoft Office Suite, and I bring strong analytical capability and a customer-centric mindset to every role.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Webhelp+Concentrix

Jan 2020 - Present (5 years 10 months)

Managed customer email, chat, and phone support for billing and account issues, established SLA and escalation procedures, and handled refunds and account adjustments to improve response consistency.

Customer Support Billing SLA Management Salesforce CRM Jira Microsoft Office

Radio & TV Technician

ANTV

Monitored broadcasting quality, captured audiovisual data for documentation and production planning, and coordinated transport and logistics to meet strict broadcast schedules.

Logistics Coordination Production Planning Microsoft Office

Customer Service Specialist

Manpower

Processed and verified customer orders and provided post-sales support including delivery tracking, refunds, and order adjustments while ensuring compliance with internal policies.