sebastian C.
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Sebastian C. is a seasoned Customer Service Representative with over three years of experience specializing in technical support within the telecommunications, fintech, and travel industries. His expertise lies in troubleshooting eSIM activation and connectivity issues, expertly de-escalating complex situations, and consistently maintaining a customer satisfaction score above 95%. He is highly proficient with CRM and help-desk platforms such as Zendesk, Intercom, and Salesforce Service Cloud. Sebastian has provided both Spanish and English support to users across 190+ countries, notably through his role at Holafly where he achieved an average resolution time of under 10 minutes. In previous positions at Solvo Global and Webhelp, he adeptly handled inquiries related to schedule; ticketing; and financial transactions, showcasing empathy and conflict resolution skills. He has also demonstrated strong technical support capabilities during his tenure at Accedo Colombia S.A.S by resolving network issues for AT&T customers. Fluent in Spanish and proficient in English, Sebastian holds an English B2 Certificate from the Institute of Languages UIS.
Experience
Technical Support Representative
Holafly · 2023 — 2025Provided technical support in both Spanish and English to travelers across over 190 countries using Holafly eSIMs. Addressed activation, APN configuration, and connectivity challenges through live chat and email in Intercom, achieving an average resolution time of less than 10 minutes. Maintained a 95% customer satisfaction score by delivering clear guidance and proactive follow-ups.Customer Service Representative
Solvo Global (Projects: Georgia Aquarium & PEBT) · 2022 — 2023Managed inquiries regarding schedules, tickets, and events at Georgia Aquarium, contributing to increased ticket and membership sales. Verified customer eligibility for the PEBT program and assisted with completing application forms. Resolved various issues while maintaining a customer satisfaction rate of 90%, noted for skills in empathy and conflict de-escalation.Customer Service Representative
Webhelp (Account: Cash App) · 2022 — 2022Provided both technical and financial support to Cash App users in English and Spanish. Investigated irregular transactions and informed users about security best practices, successfully reducing repeat claims through proactive communication and detailed guidance.Customer Service Representative
Accedo Colombia S.A.S (Account: AT&T) · 2021 — 2022Handled incoming calls related to 3G network issues, plans, and promotions for AT&T. Delivered basic technical support and facilitated plan modifications, consistently achieving an average call quality score of 92%.
Skills & Expertise
Education
- English B2 CertificateInstitute of Languages UIS · 2019 — 2020
- High School DiplomaGimnasio Campestre San Sebastián · — — 2018
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