Open to opportunities

Nicanor Henriquez

@nicanorhenriquez

Message

I resolve high-volume bilingual customer issues while leading support teams and exceeding service quality targets.

Dominican Republic

Message

What I'm looking for

I'm looking for a remote role where I can apply bilingual customer service, technical troubleshooting, team leadership, and performance-focused support experience.

At SharkNinja, I handle about 60 home-appliance support and warranty tickets daily, resolving issues from troubleshooting through case closure while exceeding NPS, QA, and handle-time targets.

I've led customer-facing teams at Roblox, Princess House, and Vixicom, supervising up to 30 people, training new hires, managing escalations, and supporting performance metrics. At Roblox, I oversaw a 20-person moderation team processing roughly 4,000 cases a day and increased social media posting cadence to strengthen community engagement.

Alongside customer operations, I've provided lighting and technical support for more than 1,000 live events through Lightmusic Services, including stadium-scale productions. I work fluently in English and Spanish and am comfortable contributing independently in remote, distributed environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

SharkNinja

Jul 2025 - Present (1 year 1 month)

Handles an average of 60 customer support and warranty tickets per day for home appliances, from initial troubleshooting through case resolution. Maintains an average handle time of 13 minutes against a 16-minute target and achieves an average NPS of 85 and QA score of 84.

Customer Service Technical Support Troubleshooting Zendesk Salesforce NPS QA Average Handle Time