Daniel

DANIEL MURALLES Bilingual Customer Support & Technical Assistance Specialist Work Experience About Me Bilingual (English/Spanish) Customer Support Specialist with 3+ years of experience in remote SaaS and tech environments. Skilled in technical troubleshooting, billing management, and customer retention across platforms like Vev and Wix. Strong track record improving CSAT and streamlining support processes using Intercom and Google Workspace. Experienced in multi-channel support (chat, email, voice) and committed to delivering efficient, proactive service to global clients. Contact -- www.linkedin.com/in/daniel-muralles/ Skills Customer Support: Technical Support, Customer Retention, Billing & Payments, Subscription Management, Dispute Resolution, Customer Success, Problem-Solving, Call Center Operations. Technical Skills: DNS Setup, Domain Connections, Website Troubleshooting, Web Design Tools, CMS (WordPress), SaaS platforms, WPForms, Intercom. Professional Skills: Multilingual Communication (English & Spanish), Administrative Support, Calendar Management, Data Entry, Google Workspace (Docs, Sheets, Forms), Remote Work, Time Management. Customer Service Representative | Vev (Remote) July 2024 – Present At Vev, I work remotely as a Customer Service Representative, where I support users with a variety of tasks related to the platform. My day-to-day involves helping customers with billing questions, guiding them through DNS setup, and assisting with technical issues to ensure everything runs smoothly. I also contribute to content writing and occasionally help users navigate web design tools within the platform. My focus is always on providing clear, friendly, and efficient support to help users get the most out of their experience with Vev. Customer Service Representative | March 2023 – June 2024 Wix (Remote) At Wix, I have experience assisting B2C customers with a wide range of website and technical support needs, including subscription management, billing inquiries, domain configuration, and site performance optimization. Skilled in troubleshooting complex technical issues, I have provided expert guidance on DNS setup and custom domain connections while resolving support tickets through email and voice channels. By implementing customer retention strategies and offering personalized solutions, I contributed to a 20% recovery rate for at-risk accounts and consistently maintained high client satisfaction. Known for exceeding First Response Time (FRT) and resolution targets, I deliver reliable, high-quality support in fast-paced environments as part of global tech teams. Virtual Assistant | (Freelance/Contract) August 2021 – November 2022 As a Virtual Assistant, I have experience managing a wide range of administrative and operational tasks for multiple clients, including schedule management, meeting coordination, and digital file system maintenance. Skilled in leveraging Google Workspace tools (Docs, Sheets, and Forms), I have created and optimized workflows that improved efficiency and productivity by up to 25%. Known for strong organizational skills and attention to detail, I work independently with minimal supervision while ensuring smooth project execution. My ability to communicate clearly and professionally allows me to deliver high-quality support and contribute to successful outcomes for clients.