Simera Professional Key (SPK)

Miguel F

Bolivia

Customer Support (Escalations)

$ 1,600/month

10 yrs exp

Miguel explained his work experience, highlighting the last three to four years working on onboarding clients for a new digital marketing platform. Prior to this, Mike focused on customer service and technical support, including assisting clients during virtual interviews to ensure their teams were up-to-date and ready. His key skills include: - Advanced customer service (Zendesk, Intercom, Salesforce) - Proven experience in onboarding, SOPs, playbooks, and user guides - Excellent written and ve…

Skills

  • Customer Support
  • Content Creation
  • Quality Assurance
  • Quality Assurance Analysis
  • Team Leadership
  • Customer Onboarding
  • team leader
  • Content Creation
  • Team Leadership
  • Content Creation
  • Customer Service Operations
  • customer suport
  • hr support
  • team leadership skills
  • Team Leadership and Training
  • Remote Team Leadership and Training
  • Technical Troubleshooting & Support

Miguel F

Bolivia

Customer Support (Escalations)

$ 1,600 /month

10 yrs exp

Miguel explained his work experience, highlighting the last three to four years working on onboarding clients for a new digital marketing platform. Prior to this, Mike focused on customer service and technical support, including assisting clients during virtual interviews to ensure their teams were up-to-date and ready. His key skills include: - Advanced customer service (Zendesk, Intercom, Salesforce) - Proven experience in onboarding, SOPs, playbooks, and user guides - Excellent written and ve…

Skills

  • Customer Support
  • Content Creation
  • Quality Assurance
  • Quality Assurance Analysis
  • Team Leadership
  • Customer Onboarding
  • team leader
  • Content Creation
  • Team Leadership
  • Content Creation
  • Customer Service Operations
  • customer suport
  • hr support
  • team leadership skills
  • Team Leadership and Training
  • Remote Team Leadership and Training
  • Technical Troubleshooting & Support

Customer Support (Escalations)

Gaatu
February 2025 - present

Handled escalated cases unresolved by automated systems or AI agents. Managed bilingual communication with clients via email, including follow-ups, summaries, and usage guides. Provided operational support for Amazon, Walmart, Target, and TikTok Shop, resolving product, technical, and logistical issues. Processed refunds, returns, and warranties with accurate documentation.

Quality Assurance Analyst

Discuss
February 2022 - February 2024

Conducted QA evaluations of calls and tickets to ensure service quality. Delivered coaching and feedback to agents, improving CSAT and performance. Developed SOPs, playbooks, and internal guides for consistent service delivery.

Platform Support Manager

Discuss
February 2020 - February 2022

Supervised call center teams, ensuring SLA/KPI compliance. Streamlined onboarding processes and enhanced team performance. Collaborated with management to improve customer experience and resolve escalations.

Team Lead

Discuss
February 2018 - February 2020

Monitored agent performance and provided operational support. Optimized workflows to improve CSAT and efficiency. Supported cross-functional initiatives for platform development.

Platform Support Agent – Team Lead

Discuss
February 2016 - February 2018

Delivered live tech support and resolved technical issues. Conducted tech checks for interviews and created session overviews. Edited recordings for legal purposes and authored support articles. Led client demos and developed vendor partner decks.

Smart Scores

Communication
90
Role Fit
90
Adaptability
80
Problem-solving
80
Drive/Initiative
90
Professional Presence
90

Smart Skills

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