Open to opportunities

Sebastián Nicolás Flores Cruz

@sebastiaflores

Trilingual Support Specialist (EN/ES/PT), 6+ yrs remote exp, 90% FCR. Cybersecurity student focused on data privacy, KYC, and secure support.

Brazil

Message

What I'm looking for

Seeking a fully remote Customer Support or Success role. As a trilingual professional (EN/ES/PT) with 6+ years of experience and cybersecurity training, I value clear communication, data privacy, and long-term growth. I am flexible with US and LATAM time zones and ready to deliver high-quality support.

Over the past six years, I have built a strong career as a remote Customer Support Specialist, working with global companies in telecommunications, digital music, senior care, and cryptocurrency. My expertise lies in managing high volumes of inquiries across phone, chat, and email while maintaining a 90% first-contact resolution rate.

In my recent roles at companies like Coinme and GoGoGrandparent, I specialized in guiding users through complex processes, handling sensitive identity verification (KYC), and resolving technical or billing issues with empathy and clarity. I am highly proficient in CRM and helpdesk tools like Salesforce, Zendesk, and Freshdesk. I also enjoy creating macros and updating internal documentation to help support teams work more efficiently.

Currently, I am completing a Bachelor’s degree in Cybersecurity. This background gives me a unique advantage: I approach customer support with a strong mindset for data privacy, security, and compliance, which is critical when handling user accounts and payments.

I am deeply interested in remote roles that allow me to solve real problems for users, improve support processes, and work in fast-paced environments. I thrive in companies that value clear communication, continuous learning, and a genuine customer-first culture.

Experience

Work history, roles, and key accomplishments

Customer Support Associate

Coinme

Feb 2026 - Jul 2026 (5 months)

- Supported crypto customers by phone, chat, and email: Bitcoin transactions, wallets, and account access.
- Ran KYC identity checks while following security and compliance rules.
- Solved technical and account issues and documented every case in the CRM.
- Escalated complex cases to specialist teams, meeting quality goals.

Key Account Customer Advisor

LANDR

Oct 2024 - Mar 2025 (5 months)

Provided specialized support to key artist accounts via Zendesk, assisting with digital music distribution and platform navigation. Resolved issues related to music distribution on digital platforms, improving ticket response times and receiving frequent client compliments. Maintained excellent performance metrics and consistently received positive feedback from supervisors.

Zendesk Digital Music Distribution Customer Support Performance Metrics Client Communication

Customer Service Representative

Paricus Outsourcing Solutions for Excess Telecom

Nov 2023 - Oct 2024 (11 months)

Managed a high volume of customer inquiries via phone, email, and chat, utilizing CCaaS platforms for timely responses. Resolved technical and billing issues using OSS/BSS systems, documenting interactions in CRM software. Collaborated with internal teams to escalate complex cases, meeting Service Level Agreements (SLAs).

OSS CRM Software Technical Support Billing SLA Management

Customer Service Representative

VTR Comunicaciones SpA

Mar 2018 - Oct 2021 (3 years 7 months)

Resolved 90% of customer inquiries during first contact using integrated CRM systems. Provided first-level technical support, guiding users through troubleshooting steps and escalating complex issues. Utilized spreadsheets, ticket management tools, CCaaS platforms, and CRM systems in the telecom sector, receiving quarterly recognition for excellence.

CRM Systems Technical Support Troubleshooting Ticketing Systems Telecommunications

Administrator Assistant

Palo Alto

Jul 2008 - Dec 2012 (4 years 5 months)

Managed financial administration tasks and provided customer service via phone/online channels using Microsoft 365 and spreadsheets. Assisted in tracking expenses and preparing data for financial reports using Excel. Generated financial summaries, managed customer inquiries, and maintained detailed records ensuring compliance.

Spreadsheets Excel Financial Management Expense Reporting Customer Service Data Reporting

Education

Degrees, certifications, and relevant coursework

University of Palermo

Bachelor's in Cybersecurity, Cybersecurity

Currently pursuing a Bachelor's degree in Cybersecurity, focusing on network security, data protection, and ethical hacking. Expected to graduate in March 2027.

EF Education First

Certificate, English Language

Grade: C2 Proficient (77/100)

Achieved C2 Proficient level on the EF SET English Certificate exam, demonstrating advanced language proficiency. Scored 77/100, confirming strong communication skills.

National Institute of Public Administration

Course Completion, Public Administration

Completed a specialized course on service and attention to citizens. Gained foundational knowledge in effective public service delivery and citizen engagement.

National Institute of Public Administration

Course Completion, Public Ethics

Completed a course focused on public ethics. Studied principles of ethical conduct and integrity essential for public service roles.

National Institute of Public Administration

Course Completion, Financial Administration

Completed a course on financial administration within the national public sector. Acquired skills in managing public finances and budgetary processes.

IACI Mataderos

Certificate, Banking and Administration

Completed training to become a bank cashier and bank administration assistant. Gained practical skills in banking operations, customer service, and administrative tasks.