Simera Professional Key (SPK)

Francisco H

Mexico

Customer Support & Operations Specialist

$ 2,300/month

10+ yrs exp

Skills

Active Listening
Administrative Organization
Business Process Improvement
Customer Support
Documentation
IT Management
Jira
Management
Problem Solving
Risk Management
Salesforce
Talent Management
Team Management
Time Management
ATS Management
Confluence
CRM Management
Data Management
Fleet Management
Microsoft Teams
Operations Specialist
Process Improvement Analysis
Queue Management
Scheduling
SOP
Zendesk
Lead Qualification
Task Management
Attention to Detail
Follow-up
Written Communication
Process Improvement
Client Onboarding
Problem-Solving
Cross-functional Collaboration
Ad Scheduling
Bid Management
Compliance
Managment
IT Support
Active listening
Office Management
Technical Skills
Attention to details
Client Management
Supportive
Time managment
Probelm Sloving
Effective Listening
Problem Solver
Time Management,
Time mangament
Active listening,
Micrososft 365
Problem-Solving:
Problem-solving.
Time-Management
Microsoft 365
credit management
Intercom
Vendor Coordination
Client Communication
Client-Facing Communication
Microsoft365
Calendar & Travel Coordination
SOPs
Problem - solving
file management
Catalog Management
customer suport
Cross functional Collaboration
Cross-Functional Team Collaboration
Retention
Cross-functional Coordination
HR managment
HR Compliance
Crossfuntional Colaboration
Cross-Functional Collaboaration
Scientific Communication
Cross-Cultural Collaboration
9. Time Management
BPO management
Administrative Coordination
management
Client Comunication
Cross-Functional Collaboration & Oversight
Strong Attention to Detail
Acrtive listening
Supplier Communication
Process Improvement(SOPs)
Document Automation
live management
Problem Saving
Master Data Management
Administrative Operations
Clinical Coordination
New Client Onboarding
Inbound Lead Qualification
o Problem-Solving
IT Customer Support
Follow ups
Teamwork Attention to Detail
SOP Documentation
Debt Management
active listenng
SLA Compliance
Cross‑functional Collaboration
Issue Management
Agile & Process Improvement
Tme Management
Administrative Coordinator
UAT Management
Salesforce CRM
Proble solving
L2 Support
Salesforce.com
API Documentation
User Documentation
SaaS Documentation
Microsoft 360
Crises Management
process imoprovement
Time Management Tools
documentacion
High Attention to Detail
Time Mangement
Real Time Management
Ticket Queue Management
Site Management
Microsoft Admin 365
Client management
Time management
Ticket Management
8.Attention to Detail
SLE management
Salesforge
Cross-functional Product Collaboration
Risk management
Confidential Communications
Costumer support
3. Problem-Solving
7. Attention to Detail
Job Scheduling
Saleforce
Client communications
Legal Documentation
patient communication
Stakeholder & Cross-Functional Collaboration
Problem solving
Talent Coordination
Time Management Skills
Technical skills

Francisco H

Mexico

Customer Support & Operations Specialist

$ 2,300 /month

10+ yrs exp

Skills

Active Listening
Administrative Organization
Business Process Improvement
Customer Support
Documentation
IT Management
Jira
Management
Problem Solving
Risk Management
Salesforce
Talent Management
Team Management
Time Management
ATS Management
Confluence
CRM Management
Data Management
Fleet Management
Microsoft Teams
Operations Specialist
Process Improvement Analysis
Queue Management
Scheduling
SOP
Zendesk
Lead Qualification
Task Management
Attention to Detail
Follow-up
Written Communication
Process Improvement
Client Onboarding
Problem-Solving
Cross-functional Collaboration
Ad Scheduling
Bid Management
Compliance
Managment
IT Support
Active listening
Office Management
Technical Skills
Attention to details
Client Management
Supportive
Time managment
Probelm Sloving
Effective Listening
Problem Solver
Time Management,
Time mangament
Active listening,
Micrososft 365
Problem-Solving:
Problem-solving.
Time-Management
Microsoft 365
credit management
Intercom
Vendor Coordination
Client Communication
Client-Facing Communication
Microsoft365
Calendar & Travel Coordination
SOPs
Problem - solving
file management
Catalog Management
customer suport
Cross functional Collaboration
Cross-Functional Team Collaboration
Retention
Cross-functional Coordination
HR managment
HR Compliance
Crossfuntional Colaboration
Cross-Functional Collaboaration
Scientific Communication
Cross-Cultural Collaboration
9. Time Management
BPO management
Administrative Coordination
management
Client Comunication
Cross-Functional Collaboration & Oversight
Strong Attention to Detail
Acrtive listening
Supplier Communication
Process Improvement(SOPs)
Document Automation
live management
Problem Saving
Master Data Management
Administrative Operations
Clinical Coordination
New Client Onboarding
Inbound Lead Qualification
o Problem-Solving
IT Customer Support
Follow ups
Teamwork Attention to Detail
SOP Documentation
Debt Management
active listenng
SLA Compliance
Cross‑functional Collaboration
Issue Management
Agile & Process Improvement
Tme Management
Administrative Coordinator
UAT Management
Salesforce CRM
Proble solving
L2 Support
Salesforce.com
API Documentation
User Documentation
SaaS Documentation
Microsoft 360
Crises Management
process imoprovement
Time Management Tools
documentacion
High Attention to Detail
Time Mangement
Real Time Management
Ticket Queue Management
Site Management
Microsoft Admin 365
Client management
Time management
Ticket Management
8.Attention to Detail
SLE management
Salesforge
Cross-functional Product Collaboration
Risk management
Confidential Communications
Costumer support
3. Problem-Solving
7. Attention to Detail
Job Scheduling
Saleforce
Client communications
Legal Documentation
patient communication
Stakeholder & Cross-Functional Collaboration
Problem solving
Talent Coordination
Time Management Skills
Technical skills

Experience
Education

Customer Support & Operations Specialist

Learnship

January 2020 - present

Manage high-volume inbound client communications across multiple channels in a fast-paced remote SaaS environment. Maintain 98% SLA compliance through structured queue management, prioritization, and follow-up. Reduced resolution times by 30% through improved queue and calendar management. Improved CSAT from 85% to 95% through proactive follow-up and effective resolution of complex customer issues. Document operational workflows, SOPs, and issue logs to maintain accurate system and CRM records. Collaborate with cross-functional teams to improve escalation processes and ensure timely follow-through on open requests.

Customer Support & Operations Associate

GlobalEnglish Corporation

January 2008 - January 2020

Managed more than 100 client requests per week, identifying customer needs through active listening and effective inquiry handling. Supported client onboarding, retention, and post-service follow-up activities. Maintained accurate client information, records, and updates in internal systems and CRM databases. Achieved 95% first-contact resolution by providing clear, timely, and effective solutions. Coordinated with internal departments to track outstanding operational tasks and support administrative balance checks.

Media Monitoring Analyst

Notilog / PR Newswire

January 2006 - January 2008

Analyzed data and prepared accurate client reports under tight daily deadlines. Reconciled information across multiple sources to ensure data accuracy and consistency.

Smart Scores

Communication

Role Fit

Adaptability

Problem-solving

Smart Skills

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