Jose

Bilingual Technical Support & Customer Service Representative

Managed high-volume multi-channel support operations (inbound/outbound calls and email ticketing), troubleshooting software, hardware, and account configuration issues under minimal direct supervision.. Acted as a cross-functional Appointment Setter by proactively identifying user needs, qualifying warm leads, and managing digital calendars to sync schedules with corporate teams.. Coordinated end-to-end meeting logistics by sending optimized calendar invites and setting clear agendas, ensuring smooth transition handovers between departments.. Maintained absolute CRM database accuracy, meticulous ticket documentation, and case history logging to ensure alignment and prevent data duplication across distributed teams.. De-escalated critical customer conflicts through active listening, empathy, and immediate independent problem-solving to protect customer satisfaction and loyalty.. Utilized cloud-based collaboration ecosystems daily, demonstrating strong asynchronous communication skills and total autonomy in a fast-paced virtual work environment.