Nicolas

Demonstrated experience with Salesforce.

Demonstrated experience with Zendesk.

Demonstrated experience with Ticket Management.

Demonstrated experience with Case Documentation.

Demonstrated experience with Customer Relationship Management.

Served as the primary support contact for Latin America, managing customer relationships and ensuring timely resolution of product-related issues for both B2B and B2C clients.. Managed 30–50 customer interactions per day through email and virtual meetings, providing analytical troubleshooting and clear communication of technical solutions.. Consistently improved QA and First Response Time (FTR) performance through rapid adaptation to new processes, products, and customer requirements.. Built strong relationships with key clients by delivering reliable support, earning recurring positive feedback and recognition for problem-solving and service quality.

Provided high-volume phone support for U.S.-based banking customers, resolving inquiries related to transactions, account access, disputes, fraud concerns, and card services.. Demonstrated strong problem-solving skills by handling a wide range of financial support cases while maintaining compliance with company policies and procedures.. Coordinated case escalations and follow-up communications through email and internal case-management systems to ensure effective issue resolution.

Supported customers with credit and debit card services, including payments, account maintenance, fraud-related concerns, disputes, and billing inquiries.. Processed credit card payments and updated customer account information using TSYS while ensuring accuracy and compliance with financial procedures.. Delivered customer support through high-volume phone interactions, effectively resolving issues and coordinating escalations when necessary.