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Free
Price per hour
min
Call duration
Soon.
Next Available day
English, Spanish
San Pedro Sula, Honduras
Joined February, 2025
0.0
Free
Price per session
30 min
With over 15 years of experience in this field, I have acquire enough knowledge to have the privilege to help others looking to advance their career. Being born in LATAM, I also understand the challenges a non-us candidate faces. My career has been vast, from entry-level customer service early in my career to currently being the Head of the support department in my company. These experiences have given me all the tools and experiences and I would love to share all of it with anyone willing to work on their career!
Head of Support
Head of Customer Success/Support
Shift Leader
Team Leader
Phone Customer Service Representative / Quality Assurance Analyst
I have been working remotely for over a decade and understand the benefits and struggles of it. It is crucial to understand these to maximize your potential at work while enjoying the comfort of your home.
Managing a team and building one from scratch are very different beasts. I have built a few teams in my career and have learned the best practices, as well as the most common mistakes to avoid.
Managing a team is a privilege but it can be very challenging, specially on fast-paced environments. I started managing people very early in my career until eventually I got to manage the whole support department and I'd love to share what I've learned on the way!
Onboarding clients, customers and even employees require a specific set of skills and tools to be successful. It is crucial to get it right in order to build a good relationship from the very beginning. I have onboarded small-size clients, all the way to huge clients like Epic games and can share many of the things that have helped me be successful in this part of my job.
I like to call the CX roles "the front lines". I believe they are the face of the company since many customers perceive the company through them. Whether it is improving your skills to become the best at handling customers, or to manage a team that handles them, I can help you get there!
Let's be honest, nobody likes chaos, but knowing how to handle one properly can really advance your career and your job satisfaction in the long term. Crisis management is actually easier than it sounds and having been in a couple of start-up companies you get into crisis management a lot. I can definitely share a lot of what I did to manage them more effectively.
There is a lot that you can understand from customer feedback and surveys alone. A lot of the best information, however, usually requires more digging than what the customer is saying in plain words. Understanding the tools to discern feedback and its meaning can take some practice but is definitely worth it! I can share many tools to make this happen on your next feedback/survey revision
Loyalty and retention are one of my favorite topics. I believe this is as important for the company and its people, as it is for the customers. But how do you build it? Having worked on new start-ups, this has always been a challenge and I am happy to share what I learn about it!
As the head of support for an education platform, I have been really close to education projects, specifically film, 3d rendering and arts.
I have always provided my consulting services both officially and unofficially to people that need it. I believe in helping others and will continue to do so for as long as I have the ability to help.
Having worked for one of the biggest email marketing and site-creation companies, e-commerce was at the core of what we did. Specifically integration and best practices for the most common platforms (Shopify, WooCommerce, etc)
I have yet to work at a gaming company, but this is an industry that I stay very close to. Specifically when it comes to their video game engines and their hardware/software advancements. I am a passionate tech person at heart and can definitely provide a customer support and management angle in an industry that I love as an enthusiast.
I have a YouTube channel, I create video tutorials for companies and I grew my TikTok to 200k followers with my tech content. This is an industry that I have followed as a hobby but one that I stay closely to all the time.
My nickname is "The IT guy", they even gifted me a shirt with that written on it for my birthday :D. I don't consider myself as expert as I do not work professionally in this industry, however, I have a lot of knowledge and a lot of interest in technology and keep my gadgets and knowledge sharp all the time since it is a sector I enjoy.
I have worked with Zendesk for both tickets, chats and reporting tools as a manager.
I have also worked with freshdesk as a ticketing system both as a CX rep and a manager
I have also used HelpScout as a ticketing system for support
Intercom is my personal favorite chat and reporting tool, needless to say this is the one I try to implement in companies and recommend the most.
I have also used Helpshift as a ticketing system for support
I have used confluence for the creation of an entire internal guide book. Filled with company details, tutorials, best practices as well as ongoing project management.
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