Miguel Angel Parra Luna

Customer Service Analyst | Remote Customer Experience (CX) Specialist | CRM and Data-Driven Support

Market Management Technologist with over 5 years of experience in customer service, remote technical support, and telesales, with a strong focus on digital channels. Specialized in service request (PQR) management, incident resolution, customer engagement, and appointment scheduling via chat, email, and social media.

Brings a data-driven mindset to customer interactions, with the ability to analyze support metrics and identify patterns that drive service improvement and customer satisfaction. I have experience with CRM platforms and support tools such as HubSpot, Salesforce, Freshdesk, Trello, and Google Workspace. I am comfortable working in dynamic remote environments with clear performance goals.

My strengths include:

Customer interaction analysis: reviewing support conversations to improve service quality, reduce resolution times, and improve KPIs (CSAT, FCR, AHT).

CRM and digital tool management: Maintain customer databases up-to-date, track tickets, and use analytics to identify pain points and service trends.

Process improvement: Collaborate with teams to refine workflows, implement automation (chatbots, predefined responses), and increase efficiency.

Sales communication: Active listening, empathy, persuasive follow-up, and high rejection tolerance, focused on conversion and loyalty.

Bilingual (Spanish-English), results-oriented, and committed to providing meaningful support experiences that strengthen brand trust. Open to remote opportunities in support operations, digital service coordination, or customer analytics, where you can contribute to continuous improvement and customer-centric strategies.