Kevin Ortega

KEVIN ORTEGA Customer Support Specialist | Appointment Setter | Salesforce CRM PROFESSIONAL SUMMARY Customer Service and Sales Specialist with 4+ years of experience handling inbound calls, live chat, and email support. Proven background in appointment setting, soft sales, and customer engagement. Former Subject Matter Expert (SME) with experience training agents and improving service quality. Skilled in Salesforce CRM, routing, and creating positive customer experiences that convert into booked appointments. CORE SKILLS Inbound Call Handling | Appointment Setting | Salesforce CRM | Call Routing | Live Chat & Email Support | Soft Sales | Customer Engagement | Conflict Resolution | Customer Retention | Quality Assurance | Time Management | Multitasking | English (B2) | Spanish (Native) PROFESSIONAL EXPERIENCE Customer Service Support / Subject Matter Expert (SME) – Inspiro Nicaragua Aug 2020 – Dec 2023 - Handled inbound customer calls, chats, and emails for a financial services campaign. - Scheduled and routed customer requests efficiently while maintaining compliance standards. - Assisted 60+ customers daily and consistently met quality and performance KPIs. - Promoted to Subject Matter Expert (SME) due to strong performance and leadership skills. - Trained and coached 15+ agents, improving service quality and customer satisfaction. Customer Support & Soft Sales Agent – Concentrix Feb 2024 – Mar 2025 - Provided live chat support and appointment-related assistance for the Lowe’s campaign. - Used soft sales techniques to increase conversions and customer interest. - Maintained high customer satisfaction through clear communication and fast response times. - Demonstrated strong product knowledge and consistent performance. EDUCATION Bachelor’s Degree in Marketing and Advertising (In Progress) Universidad Nacional Politécnica (UNP), Nicaragua ADDITIONAL INFORMATION Languages: English (B2), Spanish (Native) Availability: Open to long-term contracts and flexible schedules