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Miguel Sanchez

@miguelsanchez1

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Bilingual customer support specialist excelling in email, chat, phone support and ticket management.

Mexico

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What I'm looking for

I seek remote customer support or technical support roles where I can use CRM expertise, uphold KPIs/SLA, handle sensitive info, and grow into supervisory responsibilities.

I am a bilingual (Spanish–English, C1) customer support professional with broad experience in phone, chat, and email channels, focused on resolving issues and maintaining high-quality service metrics.

My background includes roles in call centers and retail supervision where I managed tickets, CRM workflows, inventory tasks, and sensitive documentation while meeting KPIs and SLAs.

I have hands-on experience with Zendesk, Salesforce, Freshdesk, Microsoft Office, Google Workspace, and intermediate Excel, and I adapt quickly to new digital tools and remote work environments.

I bring strong organization, clear written communication, analytical thinking, and a commitment to confidentiality—skills I apply to improve processes and deliver consistent customer outcomes.

Experience

Work history, roles, and key accomplishments

General Employee / Shift Supervisor

OXXO

Jun 2025 - Jan 2026 (7 months)

Supervised shift employees and managed store and warehouse operations, including cash handling, inventory receipt, and supplier coordination, ensuring compliance with procedures and timelines.

Customer Service Cash Handling Inventory Management Store Operations

Call Center Agent

Support Services Group

Jun 2024 - Mar 2025 (9 months)

Delivered technical support and customer service, diagnosed issues per protocol, and managed support tickets to resolution while meeting quality and productivity KPIs.

Technical Support Customer Service Ticketing Troubleshooting KPIs Phone Support Documentation High Pressure Communication

Customer Service Agent

Ashesi (EGS)

Jun 2023 - Apr 2024 (10 months)

Provided English-language phone support and managed emails and CRM cases, coordinated with insurance providers, and handled medical terminology and sensitive information with confidentiality.

Phone Support CRM Case Management Medical Terminology Insurance Coordination Confidentiality Documentation

Customer Service & Technical Support Agent

Teleperformance

Apr 2022 - May 2023 (1 year 1 month)

Delivered multichannel customer and technical support, identified and resolved technical issues, and documented incidents and follow-ups under strict performance metrics.

Multichannel Support Technical Troubleshooting Chat Support Phone Support CRM Performance Metrics

Administrative Assistant

CECOP

Jan 2020 - Mar 2022 (2 years 2 months)

Managed physical and digital documentation, invoicing, and inventory control while organizing databases and improving cross-departmental information accessibility.