Looking for a job

Naleyger Chacon

@naleygerchacon

I resolve complex multilingual customer cases across voice, chat, and email, consistently exceeding quality and resolution targets.

Brazil

Message

What I'm looking for

I'm looking for a customer support role where I can resolve complex multilingual cases, work across voice, chat, and email, support service quality, and contribute through mentoring and knowledge sharing.

I've supported European and LATAM customers across voice, chat, and email for six years, resolving complex cases with ownership in Spanish, English, and Portuguese.

At Apex America, I handled 30–60 daily customer contacts and sustained 90–95% First Contact Resolution against an 80% target. I finished with 100% quality scores across every audit in my final six months.

At Atento Brasil, I supported advertisers using social-media advertising products, resolving product, account, and campaign issues while protecting customer and advertising-account data. I used Salesforce and Avaya daily and contributed to contact-centre and digital-marketing projects.

I also teach English privately, planning lessons for groups of 10+ students and adapting content to different proficiency levels. I use AI assistants daily to draft replies, summarize case history, and search internal documentation.

Experience

Work history, roles, and key accomplishments

Current

Private English Teacher

Current

Self Employed

Mar 2019 - Present (7 years 6 months)

Planned and delivered English lessons for groups of 10+ students, adapting content to different proficiency levels and providing continuous feedback.

English Teaching Lesson Planning Adaptability Feedback

Senior Trilingual Consultant

Apex America

Aug 2024 - Jun 2026 (1 year 10 months)

First point of contact for European customers across voice, chat and email, handling 30–60 contacts per day in English and Spanish. Sustained 90–95% First Contact Resolution and achieved 100% quality scores on audits.

English Spanish Portuguese Microsoft Dynamics 365 Genesys Cloud Confluence AI Assisted Support Claude ChatGpt Gemini Customer Support Multichannel Support Escalation Handling Mentorship

Senior Customer Service Analyst

Atento Brasil

Aug 2019 - Sep 2023 (4 years 1 month)

Provided inbound voice, chat and email support for LATAM customers on social-media advertising products in Spanish. Resolved product, account and campaign issues while adhering to strict data-security procedures.

Spanish Salesforce Avaya Customer Support Multichannel Support Data Security Record keeping Escalation Handling