David Rivera Prados

David Rivera Prados Customer Service & Sales Specialist | Bilingual Support | Virtual Assistance | Digital Marketing Professional Profile Bilingual Customer Service & Sales Specialist with 2+ years of experience delivering highquality support, driving customer retention, and increasing sales in fast-paced environments. Proven track record in handling high-volume interactions through chat, email, and phone, achieving a QA score of 90/100 and a 91% CSAT rating. Skilled in CRM management, problem-solving, upselling techniques, and remote team collaboration. Techsavvy, adaptable, and committed to exceeding performance targets. Core Competencies Customer Service (B2B & B2C) | Sales Support | Client Retention | CRM Tools (HubSpot, Salesforce) | Inbound & Outbound Communication | Upselling & Cross-Selling | Cold Calling | Email Campaigns | Digital Marketing | Social Media Management | Branding & Content Strategy | Time Management | Conflict Resolution | Adaptability Work Experience  Sales & Customer Service Representative – Shopify Department – TaskUs (2024 – 2025)      Freelance Digital Marketing & Branding Consultant – Workana (2022 – Present)     - Delivered bilingual support (Spanish/English) via chat, email, and phone for Shopify merchants. - Resolved billing, technical, and product inquiries, reducing response times by 15%. - Achieved 90/100 QA score and 91% CSAT, exceeding department benchmarks. - Upsold platform solutions, contributing to a 10% increase in client retention. - Designed logos, brand identities, and social media strategies for small businesses. - Created targeted content that increased client engagement by up to 40%. - Developed lead-nurturing email campaigns boosting sales conversions by 15%. Volunteer – Communication & Digital Support – Red Cross Colombia (2022)   - Produced visual content for social impact campaigns, reaching over 5,000 viewers online. - Supported digital outreach efforts, growing online engagement by 20%. Education & Training - B.Sc. Industrial Engineering (In progress – Year 4) - Google Activate: Digital Marketing & Business Promotion - Microsoft Office: Excel, Word, PowerPoint (Advanced) - IELTS (British Council): C1 English Level Languages Spanish – Native | English – Advanced (C1)