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Jaime P. — Mid-Level Remote Customer Support Specialist from Ecuador

Jaime P.

Mid-Level Remote Customer Support Specialist

Ecuador 3-6 years
Open to offersNew to Platform
Languages
Spanish
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About

Paúl H. is an experienced Customer Support Specialist specializing in Spanish-language digital communication across healthcare, telecommunications, and financial services industries. With a background in managing multi-channel support—including chat, social media, and help desk ticketing—Paúl effectively delivered customer service for organizations such as FLOBE GROUP, CANTEC, ABIATAR, and WNRS. He leverages CRM platforms for detailed case tracking and closure, and utilizes digital communication tools such as Facebook, WhatsApp, Instagram, and TikTok to maintain high standards of client engagement. Paúl consistently meets KPI-driven targets in remote and hybrid settings, achieving notable results such as a 97% CSAT in technical support and a portfolio recovery rate of up to 92%. His approach combines the application of psychological principles for conflict resolution with a focus on operational efficiency and results for digital-first customer experiences.

Experience

  • Portfolio Recovery Specialist (Remote)

    WNRS · 2024 — Present
    Conducted strategic debt collection using chat and instant messaging, employing persuasive writing and effective objection handling. Led negotiations to reach payment agreements and facilitate portfolio recovery. Consistently achieved monthly recovery targets in line with set KPIs. Managed client interactions through CRM tools, ensuring thorough case tracking and control.

  • Technical Support / Customer Support (Remote - Hybrid)

    CANTEC · 2021 — 2023
    Offered 100% digital customer service across chat, social media, and ticketing systems. Focused on resolving high-impact technical incidents swiftly and efficiently. Handled VIP clients and critical cases to provide a premium service experience. Used CRM and digital tools for case management while ensuring clear, empathetic communication aimed at customer satisfaction.

  • Technical Support Analyst (Hybrid)

    ABIATAR · 2019 — 2020
    Provided Tier 1 technical support exclusively through digital channels for connectivity services such as Fiber, TV, and Telephony. Diagnosed and resolved network issues utilizing remote tools and ticketing systems. Maintained incident tracking and resolution while adhering to SLAs and response times. Documented cases and managed technical escalations according to complexity levels.

  • Patient Experience Consultant

    FLOBE GROUP · 2016 — 2019
    Delivered 100% digital support for patients through chat, social media, and email. Oversaw multi-channel digital support on platforms including Facebook, Instagram, TikTok, and Live Chat. Managed incident resolution and complex cases via written communication. Used CRM systems for ticket tracking and closure, while maintaining an empathetic and solution-focused communication style.

Skills & Expertise

Customer SupportCRMCustomer ServiceEmail SupportTech Support

Education

  • Bachelor of Science in Psychology
    UNEMI (Universidad Estatal de Milagro) · 2020 — Present

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