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Work Background
RechargeSupport Associate
Dec. 2023 - Sep. 2024
MetaHelp Operations Investigator
Apr. 2022 - Feb. 2023Dublin, County Dublin, Ireland• Investigated issues that customers faced about incoming & outgoing payments and fixed them by cooperating with stakeholders.
• Acquired expertise in processes and features to provide chat and email support.
• Developed new Standard Operating Procedures (SOP) and ensured that existing ones were up to date while collaborating with global teammates.
• Participated in quality calibrations with vendors to find potential improvements.
Libertex GroupFinancial Customer Service Advisor
Mar. 2018 - Dec. 2021Podgorica, Montenegro• Supported payment-related queries from worldwide customers.
• Audited onboarding documentation from Spanish-speaking customers.
• Drafted English to Spanish translations for automatic responses to customers.
• Collaborated with sales teams to educate customers about best payment practices.
• Developed onboarding instructions and educational materials for customers.
MOBE LimitedInternational Customer Service Specialist (Spanish)
Jul. 2017 - Mar. 2018• Assisted consultants and customers with support tickets, and passed them to other divisions when necessary.
• Performed duties such as answering calls, taking messages, emailing contractors, staff, and vendors as needed.
• Worked on English to Spanish translations for Internet Marketing courses as well as other products and content.
• Answered questions of support nature and routed calls appropriately.
• Entered, modified and stored relevant information in databases/CRMs according to established procedures.
MobileumProduct Support
Jan. 2013 - Sep. 2016Buenos Aires, Argentina• Configured testing scenarios for mobile operators (international roaming quality assurance).
• Detected and reported software bugs and issues (incident reporting).
• Provided customer support via e-mail/chat/phone using ticketing systems (Kayako).
• Prepared training sessions and workshops for final users.
• Tested several software features after periodic releases. Achievements:
• Received a Mobileum Service & MVP Award (quarter 3 - 2015) for superlative efforts in providing excellent customer support to several accounts.
• Traveled to Bahrain and Saudi Arabia for training users on how to use the offered software.
FedExCustomer Service Agent
May. 2011 - Jul. 2012Barranquilla, Colombia• Audited the paperwork of outbound packages to avoid future delays in destination's customs (International Information Coordinator – IIC’s duties).
• Managed packaging supplies requested by external customers.
• Executed weekly reports about service availability for analyzing failures and define actions to improve.
• Coordinated services for picking up packages in particular scenarios.
• Customer support services to external clients over the counter. Achievements:
• Maintained operational reports at the highest possible levels.
Cerrejón ColombiaIntern
Jan. 2010 - Jul. 2010Albania - La Guajira, Colombia• Reviewed and audited networking installations.
• Monitored how networking devices performed for troubleshooting issues.
• Video conference systems support.
• Implemented switches, video beams and IP phones in internal locations.
• Executed monthly reports about network availability.
• Provided customer support via e-mail/chat/phone for internal clients. Achievements:
• Improved the video conference system for making and receiving external H.323 calls and sending and receiving H.239 data over the internet.
• Created guideline documents for implementing operating procedures such as registration of equipment in databases, reviewing and printing of service orders through HTTP applications, among others.
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