JOSE OBED ESTRADA TORRES
CUSTOMER SUPPORT SPECIALIST
Managua, Nic |-| LinkedIn
I’m a highly motivated and reliable professional with over 5 years of experience in customer service and
technical support. I have been successful in task management, customer care and have shown a strong
attention to detail. I am proficient in CRM tools and clear communication to ensure an efficient workflow and
timely issue resolution. I always want to perform at my best and grow both personally and professionally.
AREA OF EXPERTISE
Phone Email & Chat support.
Networking & Programming skills
CRM Tools (Zendesk, livechat,
OneCommunication, empath, etc).
Translations.
Troubleshooting
Task & Case management.
PROFESSIONAL EXPERIENCE
Web Support Specialist | Strikingly
Oct 2022 - 2025
Provided customer service support for onboarding users and technical support on websites (SEO,
domain, design, basic code, troubleshooting, and general questions) via email, chat, and tickets
(Livechat, Zendesk, Slack).
Reviewed blog quality in Spanish to ensure grammar and accuracy.
Follow up on cases and translation tasks (English to Spanish), ensuring deadlines were met.
Organized and tracked completed AI related tasks and updates, ensuring efficient information flow
and timely completion.
Technical support Specialist | Microsoft - Concentrix BPO
Jan 2021 - Sep 2022
Worked as part of the escalation team for resolutions via phone and chat.
Ensured ticket resolution through phone follow-ups using internal CRM.
Performed advanced technical troubleshooting and problem-solving solutions for the Microsoft
Surface enterprise support department regarding hardware and basic operating system matters.
Customer Service Representative | Capital One Bank - Sitel BPO
Sep 2018 - Dec 2020
Handled 90+ calls daily, identifying and acknowledging credit card-related issues to ensure
outstanding customer satisfaction through efficient problem resolution.
Focused on customer retention (collections) by demonstrating ownership, empathy, and a sense
of urgency in every interaction.
Provided bilingual support (English & Spanish) ensuring clear communication.
EDUCATION
English for professional development
Keiser University
Telecommunications Engineering | Cisco Routing & Switching Certification
National University of Engineering,
Jan 2019 - Jan- - 2021
ADDITIONAL INFORMATION
Languages: English & Spanish.
Certifications: Front End Development, CCNA - Routing & Switching.
Awards/Achievements: Chosen due to outstanding performance and metrics to join as an instructor in a
special training program for a new department overseas while working at Sitel.
