Years of experience: 8

Call CenterCustomer Support RepresentativeSupport SpecialistCustomer ServiceChat SupportCustomer Care Specialist

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Herbert's Career Path
Servicing Business Partner SpecialistSep. 2024 -
Jul. 2025
BitsoServicing Business Partner Specialist
Mexico City, MexicoDevelopment of Bitso's BPOs and management of their performance. Data analysis for continuous improvement in performance, products and internal procedures.
Trainer & Quality AssuranceSep. 2020 -
Sep. 2024
BitsoTrainer & Quality Assurance
Ciudad de México, MéxicoDesign training material and quarterly evaluations to improve knowledge of products and features. Redesigned the Quality Assurance program, implementing new metrics and parameters. Conducted regular 1:1 sessions with customer support agents, providing coaching and feedback to enhance their ability to effectively resolve customer escalations and improve overall customer experience. Analyzed da...
Customer Support SpecialistOct. 2019 -
Aug. 2020
BitsoCustomer Support Specialist
Ciudad de México y alrededores, MéxicoProvided comprehensive support to users, effectively troubleshooting and resolving a wide range of issues, from account access to product knowledge. Identified and implemented key improvements to internal support procedures, streamlining workflows and enhancing team efficiency. Successfully managed high-volume customer inquiries and escalations, demonstrating adaptability and resilience in a ...

Herbert's Posts

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    How I can help you

    • Solve complex issues for users, clients, and third parties • Expert troubleshooting and case escalation • Manage multiple communication channels • Quickly adapt to changes • Rapid subject matter mastery • Proficient in various CRMs

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    People I am looking for

    • Technology sector • Cryptocurrency industry • Financial services

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    Experience & Cases

    • Boosted QA from 75 to 92 in 6 months • Revamped program for operational excellence • Raised CSAT from 78 to 87 in 4 months • Conducted 1:1 agent sessions • Worked with Amazon, Concentrix, and Fox

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    How to contact

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