Alejandro Antonio Ramirez

Alejandro Antonio Ramirez Alvarez Managua, Nicaragua Tel: - Email:- LinkedIn: www.linkedin.com/in/alejandro-ramirez-82a7412a Professional summary: Customer Support and Technical Support Specialist with over 8 years of experience helping users in fintech, e-commerce, SaaS, and consumer electronics. I also have experience in logistics coordination, shipment tracking, and data management. I am good at handling large volumes of information, tracking orders, and keeping things running smoothly when working remotely. I have experience managing volumes of information and ensuring operational efficiency in remote environments. I assist users across fintech, e-commerce, SaaS, and consumer electronics. Core Skills: ▫ - Customer Support ▫ - Data Entry & Data Management ▫ - Technical Troubleshooting ▫ - Crypto & Bitcoin Support ▫ - Shipment Tracking & Logistics Coordination ▫ - KYC / Account Security Assistance ▫ - Zendesk & CRM Tools ▫ - Issue Escalation & Case Management Professional Experience: ➢ Import & Electronics Sales (Independent Work) | January 2026 – Present • Manage importation, logistics, and sales of electronic products in the local market. • Coordinate international shipments using DHL, UPS, and USPS • Maintain accurate records of orders, customers, costs, and delivery timelines. • Track shipments, updated statuses, and resolved delivery issues. • Communicate with international suppliers and verify shipping documentation. • Receptionist – Clínica Médica San Francisco |Nicaragua – February 2025 – January 2026 • Provided in-person and phone assistance to patients, offering information about medical services. • Scheduled, rescheduled, and confirmed medical appointments. • Maintained and updated physical and digital patient records. • Handled basic cash transactions (consultation payments, receipt issuance). • Managed filing systems and document organization. ➢ Technical Support Specialist - (Nintendo via Ibex) | Nicaragua - September 2024 - January 2025 (5 months) (seasonal) • Provide technical assistance and create repair orders for consumers. • Helped users manage memberships, place online orders, and track status updates. • Communicate product info, promotions, and hardware details. • Investigate eShop purchase errors, declined transactions, and double charges. • Assist customers with their Nintendo Switch, OLED, and Lite troubleshooting steps. ➢ Customer Support – Financial App (Cash App via Webhelp) | Nicaragua - January 2022 - October 2023 (1 year 10 months) • Reviewed P2P transactions, claims, and missing-fund reports. • Assisted users with Bitcoin buy/sell transactions and account security issues. • Managed account downgrades and handled fraud-related escalations. • Guided customers through Bitcoin wallet setup and security best practices. • Explained blockchain confirmations, transaction delays, and network congestion. • Investigated pending or stuck BTC transfers and processed escalations when needed. • Educated users on BTC fees, price volatility, and withdrawal/deposit limits. ➢ Technical Support – Microsoft Xbox (Concentrix) | Fully remote position - January 2018 - October 2021 (3 years 10 months) • Delivered product and hardware troubleshooting for Xbox consoles, controllers, and accessories. • Processed refunds, order reviews, warranty validations, and repair requests. • Assisted users with digital purchases, subscriptions, Game Pass issues, and game entitlements. • Helped users recover profiles, reset passwords, and resolve two-factor authentication issues. • Explained error codes and provided step-by-step instructions for software and system updates. • Conducted follow-ups on open repair orders and escalated complex technical cases. ➢ Back-Office Support – Toys R Us (Sitel) | Nicaragua- February 2015 - December 2018 (3 years 11 months) • Handled back-office documentation for refunds, reshipments, and return labels. • Assisted customers with toy safety information, age restrictions, and product details. • Managed high-volume holiday season chats with speed and accuracy. • Coordinated with warehouses to verify stock, inventory discrepancies, and shipping delays. • Resolved escalated cases involving missing items or delivery issues with carriers. ➢ EDISA Nicaragua Project Sales Representative – EDISA | Nicaragua - January 2010 - November 2015 (5 years 11 months) • Managed a portfolio of corporate clients, providing consistent follow-ups and personalized support. • Prepared detailed commercial proposals and quotations for technology and infrastructure projects. • Oversaw the full sales cycle: prospecting, negotiation, closing, and post- sales support. • Coordinated with logistics, inventory, and suppliers to ensure product availability and on-time delivery. • Monitored inventory levels and reported critical stock shortages to prevent supply interruptions. • Created weekly and monthly performance reports for sales activities and revenue projections. • Built long-term relationships with key clients, driving repeat business and new opportunities. Education: Bachelor of Public Accounting and Finance, UNAM 1998 – 2001 Languages: English – Fluent | Spanish – Native.