Looking for a job

Yorgenis Ernesto Ortiz Paez

@yorgenisernestoortiz

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I improve multichannel customer support performance through coaching, QA, and rapid issue resolution.

Venezuela

Message

What I'm looking for

I'm looking for a fully remote, individual-contributor customer support, customer success, technical support, or virtual assistant role where I can resolve issues across multiple channels, maintain high-quality service, and support international customers.

I've supported international customers for SHEIN US, Apple via Teleperformance, and U.S.-based service clients across phone, chat, email, and ticketing channels.

At Atlantic Quantum Innovations, I coached a 14-person SHEIN US support team and built QA routines that raised QA scores from 86.71% to 93.75% in two months. I also reduced AHT from 8.04 to 7.03 minutes and helped lift FTR to 99.78%.

At BRM SAS, I led a 60-person dispatch and customer support team, maintaining Service Level above 90% while coordinating technical visits for corporate clients. I created workflow-based training that reduced onboarding time and partnered with workforce, payroll, and client teams on staffing and performance reporting.

I'm a bilingual Spanish-English customer support professional who combines calm escalation handling, accurate CRM documentation, technical troubleshooting, and practical coaching to deliver consistent remote service.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Contact Point 360

Feb 2026 - Jul 2026 (5 months)

Delivered remote customer support for U.S.-based clients, coordinating service appointments and providing follow-up through resolution across CRM and scheduling platforms. Managed escalations and service disruptions with a solution-oriented approach.

CRM Scheduling Customer Support Escalation Management Remote Collaboration