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Willmer Nathanael Molina Martinez

@willmernathanaelmoli

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Customer service and tech support professional with extensive experience.

Nicaragua

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for professional growth.

I am a dedicated customer service and tech support professional with extensive experience in the insurance industries. Over the years, I have honed my skills in providing Tier 1 technical support, managing complex incidents, and ensuring high customer satisfaction through effective communication and problem-solving.

My journey began in the military, where I developed strong leadership and tactical skills as a Lieutenant in the Navy Special Forces. Transitioning to the civilian sector, I have successfully led teams and provided exceptional support to clients, utilizing various CRM platforms and productivity tools. My commitment to continuous improvement and collaboration has allowed me to implement effective solutions that enhance customer experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Services - Tech Support

Current

Insurance Express LLC

Oct 2024 - Present (9 months)

Provided Tier 1 technical support for insurance management software, resolving system integration errors and data inconsistencies. Managed complex incidents involving client-side miscommunication between software and external carrier platforms.

Technical Support System Integration Incident Management

Current

Customer Service - Tech Support - CRMs

Current

McDaniels Insurance Solutions

Sep 2023 - Present (1 year 10 months)

Provided remote technical support to U.S.-based clients for insurance platforms, focusing on resolving access issues, billing errors, and CRM functionality. Assisted clients with document management and form submissions using Microsoft Excel and proprietary tools.

Technical Support CRM Microsoft Excel Document Management Billing Support Epic

Customer Service - Lyft Campaign

IBEXGlobalNicaragua

May 2023 - Present (2 years 2 months)

Provided customer service support for the Lyft campaign. Assisted users with various inquiries and resolved issues related to the ride-sharing platform.

Customer Service Communication Lyft Platform

Commanding Officer - Special Forces Training Center

Special Forces - National Police

Sep 2011 - Present (13 years 10 months)

Served as a Commanding Officer at the Special Forces Training Center. Responsible for leading and training special forces personnel.

Leadership Training Military Operations Strategic Planning

Team Leader - Virgin Mobile USA Customer Services - Tech Support - Retention

SITEL Nicaragua

Jul 2008 - Present (17 years)

Supervised a support team handling voice and technical issues for U.S. mobile customers. Resolved hardware/software issues including SIM errors, device configuration, and connectivity troubleshooting.

Team Leadership Technical Support Customer Service Troubleshooting Training Conflict Resolution

Lieutenant - Squad Leader

Navy Special Forces - Nicaraguan Army

Jan 2001 - Present (24 years 6 months)

Served as a Lieutenant and Squad Leader in the Navy Special Forces. Led a squad in various military operations and training exercises.

Military Leadership Training

Education

Degrees, certifications, and relevant coursework

National Autonomous University of Nicaragua (UNAN)

Master in Telecommunications and Teleinformatic Networks, Telecommunications and Teleinformatic Networks

Completed a Master's degree focusing on telecommunications and teleinformatic networks. Gained advanced knowledge in network infrastructure, data communication, and related technologies.

Iberoamerican University of Technology and Sciences (UNICIT)

System Engineer + Business Administration (Double Degree), System Engineering and Business Administration

Pursued a double degree in System Engineering and Business Administration. Acquired foundational knowledge in both technical systems and business management principles, though the program was discontinued.

Nicaragua Military Academy

Military Sciences Degree - Tactical Naval Command, Military Sciences - Tactical Naval Command

Obtained a Military Sciences Degree with a specialization in Tactical Naval Command. Developed leadership skills, strategic planning abilities, and expertise in naval operations.