Open to opportunities

Sebastián User

@sebastinuser3

Bilingual Customer Support Assistant delivering high-volume, empathetic resolutions with strong conflict de-escalation skills.

Bolivia

Message

What I'm looking for

I’m looking for a high-volume, customer-facing role where I can resolve complex issues, de-escalate conflicts calmly, manage tickets accurately, and collaborate to improve service quality.

I’m a bilingual Spanish–English (C2) professional with proven experience in high-volume, customer-facing environments. My focus is calm conflict resolution, accurate issue documentation, and consistent, empathetic support that helps customers reach effective solutions.

As an Operations & Customer Service Manager, I served as the primary point of contact for inquiries and complaints across in-person, phone, and written channels. I managed daily interaction volumes while maintaining service quality and professionalism under pressure.

I also documented incidents, tracked follow-ups, escalated complex cases to senior management, and designed a customer service training program for frontline staff to raise service standards. Today, I bring a quick-learning mindset with tools like Excel & Office 365 (Advanced), plus data and automation skills (Power BI / Python / SQL) to improve workflows and support outcomes.

Experience

Work history, roles, and key accomplishments

Operations & Customer Service Manager

La Casa del Chocolate

Aug 2016 - Oct 2019 (3 years 2 months)

Served as the primary point of contact for customer inquiries and complaints across in-person, phone, and written channels, resolving issues and maintaining service quality under pressure. Documented incidents, tracked follow-ups, escalated complex cases, and coordinated with suppliers to resolve order and billing discrepancies.

Customer Service Conflict Resolution De escalation Email Chat Ticket Management Escalations Customer Service Training Supplier Coordination Excel Office 365 Power BI Python SQL

Education

Degrees, certifications, and relevant coursework

Universidad de Aquino Bolivia (UDABOL)

Bachelor of Science, Business & Commercial Engineering

B.Sc. in Business & Commercial Engineering from UDABOL, focusing on business administration, marketing, data analysis, and finance; graduated March 2025.

Instituto Gastronómico IGA

Technical Degree, Gastronomy

Technical Degree in Gastronomy from Instituto Gastronómico IGA, covering operations management, hospitality standards, and customer service; graduated December 2016.