Open to opportunities

Pablo User

@pablouser6

Message

Customer Service and Collections professional delivering first-call resolution at scale.

Mexico

Message

What I'm looking for

I’m looking for a customer-focused role where I can own complex cases end-to-end, maintain high first-call resolution, and support continuous improvement—using strong communication, Excel reporting, and coordinated collaboration to exceed performance expectations.

I’m a customer-focused professional with 10+ years supporting customers, resolving complex issues, and delivering exceptional service in fast-paced environments. I’m an advanced English speaker with strong verbal and written communication skills, consistently managing high call volumes while building customer trust.

In my customer service role, I handled about 60 interactions per day and achieved consistent First Call Resolution for four consecutive quarters. In collections, I managed ~120 calls per day, negotiated payment arrangements, reduced outstanding balances by 65%, and achieved the highest number of consecutive payment plan agreements. I also coordinated IT service projects across LATAM, the Caribbean, Europe, and Asia—managing up to 45 concurrent projects with 85–90% on-time delivery—while supporting onboarding and training. I’ve been recognized as a Top Performer with multiple Special KUDDOS awards.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

CCSI International

Dec 2021 - Apr 2026 (4 years 4 months)

Handled an average of 60 customer interactions per day via phone, email, and chat, maintaining strong customer satisfaction standards. Achieved consistent First Call Resolution performance for four consecutive quarters and received multiple Special KUDDOS recognitions as a Top Performer.

Customer Service Excellence Verbal Communication Written Communication First Call Resolution (FCR)Customer Relationship Management Conflict Resolution Active Listening Case Documentation Escalation Handling

Collections Agent

CCSI International

Dec 2021 - Apr 2026 (4 years 4 months)

Managed high-volume collection activities (~120 calls per day) and negotiated payment arrangements while maintaining positive customer relationships. Reduced outstanding balances by 65% among successfully contacted customers and achieved the highest number of consecutive payment plan agreements over a six-month period.

Collections Negotiation Payment Arrangement Customer Relationship Management Conflict Resolution

Project Coordinator

INTOSYS

Feb 2014 - Feb 2020 (6 years)

Coordinated IT service projects across LATAM, the Caribbean, Europe, and Asia, managing up to 45 concurrent projects with 85–90% on-time delivery. Produced executive reports and operational performance analysis using Microsoft Excel and coordinated remote teams and stakeholders across multiple countries.