Sergio Rodas
@sergiorodas
I resolve complex customer escalations across fintech, telecom, and marketplace platforms while improving support workflows.
GuatemalaWhat I'm looking for
At Kafene, I delivered multi-channel support for financing and account inquiries, handled compliant verification, and collaborated across teams to improve workflows. Previously at Airbnb, I mediated guest-host conflicts, reduced escalations by 20%, and performed identity verification and fraud checks.
I've also managed debt-resolution clients at Icon Solutions and resolved billing, fraud, profile, onboarding, and activation escalations at Act. I maintain 95%+ QA scores, mentor new agents, and bring clear, empathetic communication to sensitive customer cases.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Kafene
Jan 2024 - Jan 2025 (1 year)
Delivered multi-channel support for financing and account-related inquiries, ensured compliant verification, and handled sensitive cases. Improved workflows through cross-team collaboration.
Education
Degrees, certifications, and relevant coursework
Universidad Mariano Gálvez
Bachelor of Business Administration, Business Administration
2016 - 2017
Pursued a Business Administration degree, completing partial coursework.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
Skills
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