Jose Obed Estrada Torres

As a customer service representative at Sitel for a US Bank, I handled 90+ calls daily (One communication software) and provided great customer satisfaction. I was responsible for resolving problems, identifying and analyzing credit card issues covering customer needs, and making sure I was showing ownership, empathy, and a sense of urgency in every call (English & Spanish).

Also, I performed advanced technical troubleshooting and problem-solving solutions for the Microsoft Surface enterprise support department regarding hardware and basic operating system matters, ensuring ticket resolution through phone follow-ups (Casebuddy). I was also part of the escalation team for resolutions (Phone and chat)

Besides that, I have been working on Strikingly, providing customer service and technical support on matters related to website creation, SEO, and domains (design, basic code changes, troubleshooting, DNS, and general questions) via email, chat, and tickets (Livechat, Zendesk, Slack). In addition to that, I worked on quality reviews for blogs in Spanish and translations of knowledge base articles to Spanish.