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Yordy Reyes

@yordyreyes

Client Service Associate at Hire Horatio handling up to 80 daily support tickets across payment, account, and travel issues.

Dominican Republic

Message

At Hire Horatio, I handle customer support through chat, SMS, and email, resolving questions about payments, accounts, rewards, and travel. I manage an average of 40 tickets daily, scaling to approximately 80 during periods of increased demand.

I investigate web and mobile application issues using FullStory and Retool, and work with Braze and Checkbook in customer support and operational workflows. I also coordinate case resolution with internal teams and escalate complex issues when needed.

I provide peer support, share feedback on processes and workflows, and participate in special projects. I'm currently completing a SeniorAssociate training program.

Previously, I supported customers at Data Vimenca and processed orders at SPI Culture. Through Upwork, I provided Spanish instruction and assisted with programming-related tasks, technical problem-solving, and documentation. I'm pursuing a degree in Systems Engineering at Universidad Tecnológica de Santiago (UTESA).

Experience

Work history, roles, and key accomplishments

Current

Client Service Associate

Current

Hire Horatio

Apr 2025 - Present (1 year 6 months)

Manage an average of 40 customer support tickets per day, scaling to approximately 80 during peak periods. Provide high-touch support via chat, SMS, and email, resolving payment, account, rewards, travel, and application issues.

Fullstory Retool Braze Checkbook Slack Sana Notion Customer Support Technical Troubleshooting Case Management Escalation Management Process Improvement Confidential Information Handling

Customer Service Representative

Data Vimenca

Jan 2021 - Jan 2025 (4 years)

Provided customer support through chat and voice channels, addressing inquiries and resolving service-related issues. Investigated customer concerns and provided accurate solutions while maintaining strong attention to detail.

Customer Service Problem Solving Communication Skills Case Management Conflict Resolution Attention To Detail

Assistant Programmer

Upwork

Assisted with programming-related tasks and technical problem-solving. Worked with clients to understand technical requirements and provide appropriate solutions.

Programming Technical Problem Solving Documentation Software Troubleshooting

Spanish Tutor for English Speakers

Upwork

Provided personalized Spanish instruction to English-speaking students, developing lessons covering grammar, vocabulary, pronunciation, and conversational Spanish.

Spanish Instruction Lesson Planning Adaptability Communication Skills

Order Entry Clerk

SPI Culture

Processed customer orders and maintained accurate order-related information. Collaborated with sales and warehouse teams to support accurate and timely order fulfillment.

Data Entry Order Processing Collaboration Record keeping Problem Solving

Education

Degrees, certifications, and relevant coursework

Universidad Tecnológica de Santiago (UTESA)

Bachelor's Degree, Systems Engineering

Currently pursuing a degree in Systems Engineering, combining customer-facing experience with technical troubleshooting, problem-solving, and programming knowledge.