Wesley Abreu

At Horatio, I handled bilingual English and Spanish customer support by phone, chat, and email, resolving questions about products, pricing, availability, orders, and technical issues.

I led on-the-job training for 20+ junior associates on finding answers quickly, de-escalating tense contacts, and writing clearer, more empathetic replies. I also partnered with Tier 2, billing, engineering, escalations, and fulfillment teams to resolve customer issues.

I maintained a 95% QA average against a 90% team target while increasing customer satisfaction and sales. Earlier at Alorica, I supported customers with product questions, purchases, returns, and booking reservations.