Stanley Norcius
Monterrey, Mexico | Email:-| Phone: - |
LinkedIn | GitHub
Professional Summary
Bilingual Customer Support Engineer with over 4 years of experience in SaaS product
support, customer service, and workflow automation. Skilled in troubleshooting complex
technical issues and providing high-quality assistance via email and chat. Proven expertise
in using ChatGPT and other AI tools to optimize processes. Excellent communication,
problem-solving, and cross-functional collaboration skills. Seeking to join a team at the
cutting edge of generative AI to make a meaningful impact on the customer experience.
Core Competencies
● Technical Support & AI : Technical Troubleshooting, Problem-Solving, Customer
Support (email & chat), Utilization of AI tools (Perplexity Pro, ChatGPT Pro, Claude
Pro), Technical Documentation, Chatbot Design, Automation.
● Technology : Python, JavaScript, HTML, CSS, OpenAI API, Langdetect.
● Tools & Platforms : HubSpot, Salesforce, Notion, Airtable, ManyChat, Zapier,
Slack, Zoom, Google Sheets, CRM.
● Communication & Languages : English (Advanced/B2), Spanish (Advanced/B2),
French (Fluent), Haitian Creole (Native).
Professional Experience
Automation Services & Consulting - ONG Alert Medical (Dec 2024 - Jul 2025)
● Managed CRM pipelines and implemented HubSpot/Notion training to improve
operational efficiency.
● Used automation for information management, aligning customer service processes
with organizational goals.
Email & Chat Representative - United Nearshore Operations (Dec 2023 - Aug 2024)
● Provided comprehensive customer support via email and chat, handling a high
volume of interactions.
● Resolved support tickets in collaboration with cross-functional teams, ensuring quick
and effective resolutions.
Customer Service Representative - Horizon Call Center (Mar 2020 - Oct 2023)
● Maintained a 95% CSAT score by managing support calls and system escalations.
● Contributed to CRM documentation and data accuracy.
Technical Projects (AI-aligned)
Soraya - Multilingual Hotel AI Assistant (Jun 2025 - Jul 2025)
● Developed and deployed a multilingual conversational AI agent (French, English,
Spanish) using the OpenAI API.
● Improved 24/7 customer experience and optimized operational efficiency.
Lead Automation (May 2025 - Jun 2025)
● Integrated AI (via ChatGPT) for customer engagement and automated CRM
processes.
● Implemented an automated workflow for data collection and cleaning (Python),
HubSpot management, and personalized email response generation via Zapier.
Multilingual Assistance Chatbot (May 2025 - Jun 2025)
● Designed a conversational chatbot (ManyChat) for multilingual support and localized
information access.
● Structured dialogue flows in Spanish and Creole, including FAQ management.
Education & Certifications
● Machine Learning Specialization - Stanford University and DeepLearning.AI (in
progress)
● Supervised Machine Learning: Regression and ClassificationStanford
University and DeepLearning.AI (2025)
● Python for Data Science and AI - IBM via Coursera (2025)
● Fundamentals of Artificial Intelligence - Fundación Carlos Slim (2025)
● Bachelor's in Social Work - State University of Haiti (2017)
Remote Work Setup
● Equipment: Intel i5 Laptop, 165 Mbps+ Internet
● Environment: Noise-Free Workspace, Webcam & Microphone ready.
