Simera Professional Key (SPK)

Jermaine A

Venezuela

Customer Support and Operations Specialist

$ 2,600/month

5 yrs exp

Profesional en Geociencias con sólida trayectoria en Customer Success, Soporte Técnico B2B/B2C y operaciones de backoffice. Especialista en la gestión de cuentas, resolución de incidencias complejas y soporte multicanal utilizando CRMs avanzados Freshdesk, Odoo y sistemas globales de datos GDS. Perfil único que combina el rigor técnico-científico con habilidades comerciales orientadas a la optimización de la experiencia del cliente (CX), mitigación de Churn Rate y cumplimiento de KPIs/SLAs en e…

Skills

  • Cash Management
  • Editing Software
  • IT Management
  • Risk Management
  • Salesforce
  • Talent Management
  • Team Management
  • Technical Support
  • Time Management
  • ATS Management
  • Case Management
  • Cost Management
  • Customer Success
  • Tech Support
  • Task Management
  • Crisis Management
  • Email Management
  • Asertive communication
  • IT and Technical Support
  • Client Management
  • Complex Problem Resolution
  • Escucha activa
  • soporte
  • Assertive communication
  • Odoo
  • Time managment
  • Time Management,
  • Classroom Management
  • Atención al detalle y resolución de problemas
  • Time-Management
  • Technical Support Manager
  • Galileo (GDS Systems)
  • Artificial Intelligence
  • Plant Management
  • Salesforce / CRM
  • 1. Customer Service Excellence
  • 9. Time Management
  • Executive Communication
  • IT technical support
  • Technical Support (SaaS)
  • Soporte Técnico
  • Artificial Intelligence (IA)
  • IT Technical Support
  • Tme Management
  • UAT Management
  • Gmail Management
  • Salesforce CRM
  • Artificial Intelligence (AI)
  • Interactive Communication
  • Crises Management
  • Customer Success Lead
  • Time Management Tools
  • RETENCION DE CLIENTES
  • Time Mangement
  • ISP Technical Support
  • Real Time Management
  • Site Management
  • Fidelización
  • Freshdesk

Jermaine A

Venezuela

Customer Support and Operations Specialist

$ 2,600 /month

Part Time: $ 1,950/month

5 yrs exp

Profesional en Geociencias con sólida trayectoria en Customer Success, Soporte Técnico B2B/B2C y operaciones de backoffice. Especialista en la gestión de cuentas, resolución de incidencias complejas y soporte multicanal utilizando CRMs avanzados Freshdesk, Odoo y sistemas globales de datos GDS. Perfil único que combina el rigor técnico-científico con habilidades comerciales orientadas a la optimización de la experiencia del cliente (CX), mitigación de Churn Rate y cumplimiento de KPIs/SLAs en e…

Skills

  • Cash Management
  • Editing Software
  • IT Management
  • Risk Management
  • Salesforce
  • Talent Management
  • Team Management
  • Technical Support
  • Time Management
  • ATS Management
  • Case Management
  • Cost Management
  • Customer Success
  • Tech Support
  • Task Management
  • Crisis Management
  • Email Management
  • Asertive communication
  • IT and Technical Support
  • Client Management
  • Complex Problem Resolution
  • Escucha activa
  • soporte
  • Assertive communication
  • Odoo
  • Time managment
  • Time Management,
  • Classroom Management
  • Atención al detalle y resolución de problemas
  • Time-Management
  • Technical Support Manager
  • Galileo (GDS Systems)
  • Artificial Intelligence
  • Plant Management
  • Salesforce / CRM
  • 1. Customer Service Excellence
  • 9. Time Management
  • Executive Communication
  • IT technical support
  • Technical Support (SaaS)
  • Soporte Técnico
  • Artificial Intelligence (IA)
  • IT Technical Support
  • Tme Management
  • UAT Management
  • Gmail Management
  • Salesforce CRM
  • Artificial Intelligence (AI)
  • Interactive Communication
  • Crises Management
  • Customer Success Lead
  • Time Management Tools
  • RETENCION DE CLIENTES
  • Time Mangement
  • ISP Technical Support
  • Real Time Management
  • Site Management
  • Fidelización
  • Freshdesk

Customer Support and Operations Specialist

Crixto de Venezuela
September 2025 - present

Managed integral technical support and service for the affiliate merchant network. Monitored financial transactions and account statuses using operational panels and Centinela CRM. Executed field technical visits for connectivity diagnostics and hardware/POS resolution. Trained merchants on digital platforms, payment gateways, and operational account management.

Operational Support and Logistics Specialist

Forza Outsourcing
December 2024 - February 2025

Coordinated inventories and logistic flows ensuring quality standards and delivery times to the end customer. Resolved operational incidents and critical discrepancies in the supply chain acting as internal process support.

Contact Center Agent - Retention and L2 Support

Colombian Outsourcing Solutions
July 2022 - October 2022

Designed and applied retention strategies for corporate accounts at risk, mitigating churn rate. Provided second-level technical support (L2) through integrated voice and chat channels under QA quality metrics.

Contact Center Agent - Travel (Global Support)

Teleperformance
November 2021 - April 2022

Administered international itinerary databases and critical reservations using Global Distribution Systems (GDS). Resolved global customer claims under strict Service Level Agreements (SLA) and crisis management.

Travel Contact Center Agent (Global Support)

TELEPERFORMANCE
November 2021 - April 2022

Managed international itinerary databases and critical reservations using Global Distribution Systems (GDS). Resolved complaints from global clients under strict Service Level Agreements (SLA) and crisis management.

Commercial Advisor and Customer Service

Almacontact
July 2020 - October 2023

Led complex sales cycles and end-user support using specialized management software (CRM/GDS). Executed post-sales strategies focused on Customer Success, increasing the loyalty of the assigned portfolio.

Sales and Customer Service Advisor

ALMACONTACT
July 2020 - October 2023

Led complex sales cycles and end-user support using specialized management software (CRM/GDS). Executed post-sales strategies focused on Customer Success, increasing loyalty for the assigned portfolio.

Smart Scores

Communication
90
Role Fit
90
Adaptability
80
Problem-solving
90

Smart Skills

beta