Un Tal Carlos

At Nexo IT, I managed multichannel support for more than 60 users daily, resolving technical and operational incidents with a focus on customer retention.

I consistently maintained a customer satisfaction score above 90%, exceeding the company target. I used CRM and ticketing tools to document, track, and escalate complex cases within strict SLA requirements.

I also improved internal databases and performance reports using advanced Microsoft Excel functions, strengthening follow-up for pending cases.

As a virtual assistant, I coordinated electronic calendars, screened emails, scheduled key meetings, and organized data and inventory through automated spreadsheets to reduce information-search time.