Professional Overview

I am a positive, people-focused professional with over a year of specialized experience in the BPO industry. My background as a Customer Service Representative and Technical Support Specialist has allowed me to develop a confident voice presence and fluent communication skills in both English and Spanish. I pride myself on being a results-oriented problem solver who utilizes structured case management and dedicated follow-up to ensure every customer interaction ends in a full, satisfactory resolution.

Core Skills & Expertise

• Technical Support & Troubleshooting: Expert in SaaS and VoIP platform support, including account configuration and root cause identification.

• Client Relations & Communication: Skilled in maintaining a confident voice presence across phone, email, chat, and video conferencing.

• Structured Case Management: Proficient in high-volume call handling, workflow adherence, and detailed documentation.

• Financial & Billing Support: Experienced in managing complex billing concerns, collections, and financial report interpretation.

• Multichannel Support: Capable of delivering a seamless customer experience across multiple digital and voice platforms simultaneously.

Tools & Technology

• CRM Systems: Salesforce, Zendesk.

• Platforms: Toast POS, RingCentral (VoIP), SaaS environments.

• Productivity: Microsoft Office Suite (Word, Excel, Outlook).

• Multimedia: Audiovisual production and video editing tools.

Professional Experience

Customer Service Specialist | Toast POS (June 2025 – Present)

• Manage reporting and accounting inquiries, providing technical guidance on financial data clarification and system navigation.

• Oversee accounts and billing operations, including terminations, change of ownership, and legal entity updates.

• Assist with loan application processes while ensuring strict compliance with internal procedures and collections matters.

• Maintain accurate CRM documentation and conduct dedicated follow-ups to ensure comprehensive case resolution.

Technical Support Specialist | RingCentral (January 2025 – March 2025)

• Provided technical support for cloud-based communications, troubleshooting VoIP and account configurations.

• Utilized RingCentral applications and CRM tools for structured case handling and resolution via email, chat, and video.

• Ensured full technical resolution through meticulous documentation and follow-up protocols.

Customer Service Specialist | Bath & Body Works (October 2024 – December 2024)

• Handled high-volume inbound calls in a fast-paced retail environment, resolving issues related to online purchases, refunds, and delivery.

• Provided "soft sales" support by identifying opportunities to enhance the customer experience while maintaining a service-first approach.

• Utilized Zendesk for efficient order tracking, escalation handling, and case management.

Why Choose Me? I combine technical proficiency with a unique creative background as a singer-songwriter and artistic leader, which allows me to bring high energy and adaptability to any team. Currently pursuing a Law Degree, I am disciplined, detail-oriented, and committed to professional growth. My goal is to provide the perfect balance of technical expertise and empathetic service to help your organization maintain its reputation for excellence.