Nikolas Martinez

Nikolas Martinez torre.ai/nikolasmartinez Bogota D.C., Colombia Signal or message me at torre.ai/nikolasmartinez Ambitious and tech-savvy Customer Support Specialist with 4+ years of experience supporting web-based platforms, SaaS products, and operational teams in fast-paced, high-growth environments. Driven by a customer-obsessed mindset and a figure it-out attitude, I thrive in roles that demand creativity, autonomy, and interdisciplinary communication. Skilled in handling onboarding, live calls, troubleshooting, and process optimization while contributing to product quality and user satisfaction. Google Sheets enthusiast Jobs Remote Interpreter International Contact Center (ICC) September 2024 - Current • Delivered accurate consecutive interpretation for English and Spanish-speaking clients. • Coordinated smooth communication in live virtual sessions and maintained terminology resources. • Developed essential customer support skills, including active listening, empathy, and clear communication, while facilitating high-stakes conversations between parties. This role required rapid problem-solving and the ability to remain calm under pressure, which are key traits in any support environment. Additionally, I managed call operations by answering inbound calls for six hours daily, providing excellent customer service, taking detailed notes on relevant information, and reporting updates for each call, further enhancing the overall communication experience. WFM Analyst Concentrix, Remote job February 2022 - July 2024 • Designed automated dashboards and reports in Google Sheets, reducing manual workload by up to 90%. • Authored SOPs and process documentation to streamline team operations. • Fostered proactive communication between departments for real-time staffing adjustments, ensuring that all stakeholders were informed and engaged. • Maintained a customer support mindset by providing data-driven solutions tailored to the needs of internal clients, including managers and administrative teams. My ability to respond quickly to shifting priorities and deliver accurate, actionable insights reinforced effective communication and collaboration within the organization. Advocate Success Team Advisor Webhelp (Cash App account) January 2021 - February 2022 • Provided tier-2 support for technical and billing inquiries via email and chat, resolving escalations promptly. • Conducted live training sessions and created enablement materials. Additionally, utilized Google Sheets to effectively track various KPIs for training teams, manage ongoing issues, report Jira tickets, handle Salesforce reports, and update cases, which contributed to the efficient resolution of advocate escalations. Customer Success Representative OneLink BPO (Specialized SaaS) April 2020 - January 2021 • Handled high-volume customer inquiries across chat and email, consistently exceeding satisfaction KPIs. • Communicated product updates and adjusted support documentation accordingly. • Delivered product walkthroughs and onboarding support for new users. • Regularly managed sensitive user data and guided users through complex product features, ensuring compliance and audit readiness, which closely mirrors legal workflows. • Translated technical policies into clear guidance for end users, akin to explaining legal terms or intellectual property processes, thereby enhancing user understanding and support. This foundation in secure, structured support environments equips me to assist users effectively in legal-tech or IP-related platforms. Education Certificate in Programming Basics Bictia January 2020 - March 2020 Introduction to programming using HTML, CSS, Javascript Top skills Customer service - Expert Customer support - Expert Email support - Proficient Chat support - Proficient Translating and interpreting - Proficient Data visualization - Proficient Data analysis - Proficient KPI management - Proficient VIEW ALL SKILLS ‫ٰه‬ Additional interests Machine learning Neural networks NLP (Natural language processing) Sales Sign language ATS (Applicant tracking system) CAT (Computer-assisted translation) Subtitling Languages English - Native or fully fluent Spanish - Native or fully fluent Italian - Reading Portuguese - Reading Top behavioral traits 1. Relaxed 2. Easygoing 3. Creative 4. Realistic 5. Pragmatic VIEW ALL TRAITS ‫ٰه‬