Nelson D.
Senior Technical Support Specialist
Open to offersNew to PlatformAbout
Nelson J. is a dedicated professional with over 15 years of experience specializing in customer service, technical support, and team leadership, demonstrating a strong proficiency in remote communication and CRM management. His most recent role at Medtronic Inc. involved providing technical support for diabetic patients using insulin pumps and CGM devices, where he managed 50–70 calls daily, ensuring case accuracy and customer satisfaction. Previously, at Concentrix, Nelson served as a Customer Service/Retention Specialist, where he handled escalated calls, provided technical troubleshooting, and managed billing issues. His experience extends to roles at companies like A Xerox Company in email support and various positions focusing on customer complaints and billing. Nelson's broad skill set includes expertise in email and calendar management, data entry, and document processing, complemented by certifications in Xero and QuickBooks. He has also gained virtual assistant experience on platforms like Upwork, supporting account management for Nike.com and document processing for Avallon Inc.
Experience
Medical Device Technical Support
Medtronic Inc. · 2019 — 2026Managed 50–70 inbound calls each day, assisting diabetic patients with insulin pumps and CGM devices. Ensured accurate documentation of cases in CRM systems for compliance and record integrity. Collaborated with internal teams to address technical and account-related issues, maintaining high levels of customer satisfaction through precise and professional support.Account Management
Nike.com Via Upwork · 2021 — 2023Created accounts on the Nike.com website and communicated with customers via SMS or email to inform them of account setup and login information. Monitored upcoming events and updated calendar entries using Google Calendar.Document Collector and Processor
Avallon Inc. Via Upwork · 2022 — 2022Collected bill of lading documents from logistics company emails and made necessary updates to the system. Managed incoming emails, promptly responding and organizing them into folders or labels while tracking conversations and following up as needed.Customer Service/Retention Specialist
Concentrix · 2016 — 2018Provided support for online store inquiries, including assisting with purchases, estimated delivery times, and refunds. Helped customers with Kindle issues and handled escalated calls regarding TV service cancellations by offering promotional offers. Addressed billing issues, managed account reconnections, and educated customers on bill interpretation.Email Support
A Xerox Company · 2012 — 2015Educated customers about online purchases and billing matters through email. Processed refunds on online transactions while delivering quality customer service in a professional manner. Responded to customer complaints promptly, ensuring personalized resolutions, and collaborated with team members to achieve project goals.Customer Service Representative
SPI Global CRM · 2010 — 2012Handled calls from subscribers regarding applications, after sales support, and billing issues. Coordinated customer complaints to the appropriate channels for resolution, including billing, sales, and network problems. Contributed to the development of efficient troubleshooting techniques for mobile phones.CSR/ Team Leader
PeopleServe · 2010 — 2010Managed calls from subscribers inquiring about applications, after sales support, and billing concerns. Directed customer complaints to the appropriate resolution channels while monitoring team performance. Provided coaching and motivation to team members to emphasize the importance of customer service.Customer Service Representative
Pointman · 2006 — 2009Assisted subscribers experiencing connection problems with their PLDT Landline Plus (Wireless Unit) and billing inquiries. Directed customer complaints to the right channels for resolution, including billing, sales, and network issues, while developing techniques for troubleshooting the wireless landline unit.Bill Reminder
Consolidated Management Resources · 2005 — 2006Conducted outreach to clients with overdue bills to remind them of payment deadlines. Updated customer payment records accordingly.
Skills & Expertise
Education
- Bachelor in Science of Industrial Education Major in Industrial ArtsTECHNOLOGICAL UNIV. OF THE PHILS. · — — 2005
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