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Leandro
Customer Support & Dispatch Specialist with 3+ yrs in Home Warranty Industry
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Competencies
Handled multi-channel support (phone, chat, email) for U.S. customers, resolving inquiries within service standards.
Coordinated technician dispatch by managing service requests, using specialized apps, and ensuring timely service resolution.
Processed claims, scheduled repairs, and tracked progress, maintaining accurate records via CRM and dispatch tools.
Fluent in English and Spanish, providing translation services and supporting communication in multilingual environments.
De-escalated high-tension customer complaints through empathetic communication while adhering to policies.
Education
Languages
Summary
Leandro is a dedicated customer support and dispatch specialist with over 3 years in the home warranty sector, skilled in technician coordination, multi-channel support, and bilingual communication. He is adaptable, process-oriented, and committed to efficient service delivery.
Key Achievements
- Resolved 40–60 customer inquiries daily at ServicePlus, reducing repeat contacts through clear communication and policy explanations.
- Managed technician dispatching for home warranty claims using dispatch manager apps and TARP, coordinating service appointments efficiently.
- Provided real-time English-Spanish translation during church services, ensuring accurate and culturally sensitive communication under pressure.
Experience
Customer Service Agent
Resolved 40–60 daily customer inquiries related to claims, billing, reimbursements, and coverage explanations, reducing repeat contacts through clear expectation setting., Coordinated service claims with U.S.-based technicians by assigning jobs, tracking progress, and following up to ensure timely...
Customer Service Agent
Delivered multi-channel support (phone, chat, email) for U.S. customers, resolving transfer and account-related inquiries within SLA targets., Handled complaints, escalated cases when necessary, and ensured smooth call transfer.
English-Spanish Translator Intern
Served as primary live translator during 3-hour services, translating English to Spanish in real time for a live audience., Ensured accurate, culturally sensitive communication under high-pressure conditions.