Open to opportunities

Sergio Suarez

@sergiosuarez

Bilingual customer service and virtual assistant specializing in high-volume remote support and SLA-compliant problem resolution.

Colombia

Message

What I'm looking for

I’m looking for a remote, high-volume role where I can support bilingual clients, resolve complex issues, and consistently meet SLA goals using CRM tools. I value strong documentation, data security, and a team that rewards quality and continuous improvement.

I’m a Bilingual (English-Spanish) Customer Service and Virtual Assistant Specialist with over 4 years of experience supporting U.S.-based clients in high-volume remote environments. I manage customer interactions, resolve complex issues, and deliver high-quality customer experience while meeting SLA standards—using strong communication, empathy, and active listening.

In my roles, I handle sensitive data with a focus on data security and privacy compliance, including financial-sector support and cryptocurrency-related transactions. I also bring administrative strength from virtual assistant work—email and calendar management, client database organization, scheduling, and confidential legal documentation—using tools like Salesforce, Jira, Slack, and Google Drive.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Service Rep

Current

Concentrix Corporation

Nov 2025 - Present (5 months)

Managed high-volume phone and chat support for U.S. financial clients, ensuring SLA compliance and data security. Supported Bitcoin/cryptocurrency transactions and resolved complex account transaction issues using CRM ticketing and secure handling of sensitive financial data.

Customer Service SLA Management Cryptocurrency Bitcoin Support Data Security Phone Support Live Chat Support Case Management

Bilingual Customer Service Rep

Teleperformance

May 2022 - Nov 2022 (6 months)

Provided real-time bilingual support for U.S.-based clients in a high-volume environment and was recognized as a Top Performer for quality and customer experience. Managed escalations, achieved first-contact resolution, and maintained accurate records in CRM systems.

Bilingual Customer Support High Volume Management Escalation Management First Contact Resolutions CRM Systems Customer Experience

Virtual Assistant & Admin Support

HC Abogados

Mar 2019 - May 2022 (3 years 2 months)

Managed email inboxes, scheduling, and calendars to improve operational efficiency for a legal firm. Organized client databases and legal documentation with strict confidentiality, and provided follow-ups to improve response times and service quality.

Scheduling Administrative Support Legal Documentation Confidentiality

Music Teacher Intern

Technical Educational Institution Dámaso Zapata

Jan 2021 - Dec 2021 (11 months)

Planned and delivered structured music lessons for groups of 30+ students, demonstrating strong organization and time management. Coordinated schedules and activities, tracked student progress, and maintained classroom engagement through effective communication and leadership.

Lesson planning Classroom Management Scheduling coordination Student Progress Tracking Communication Time Management