Franchely Calcaño
Customer Service Specialist
Santo Domingo Este,32
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2027
2027
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Modsquad (Spotify & Other Projects)
12.2022 - Current
- Provided support via chat, email, and social media for a high-volume global platform
- Handled account, billing, and technical issues
- Worked across multiple lines of business, adapting to different workflows, CRM systems and tools
- Maintained strong communication and problem-solving skills in fast-paced environments
Additional Experience (Short-term Roles)
Call Centers Operations
2022 - 2023
- Content moderation (reviewing and flagging inappropriate content such as violence, sexual content, and abuse)
- Remote customer support (chat & basic sales) for telecommunications campaigns
Customer Support Representative
(Chat) – Advensus
2021 - 2022
- Assisted customers via live chat for a telecommunications company
- Resolved service, billing, and technical concerns
- Delivered fast and accurate support to multiple cases while maintaining customer satisfaction
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Technical Support Representative (Phone)
Conduent (Windstream Project)
2019 - 2021
- Provided technical troubleshooting support via phone
- Assisted customers with connectivity and service issues
- Managed high call volumes with professionalism
Data Transaction Associate –
Conduent Services
2017 - 2019
- Processed and verified financial data with accuracy and attention to detail
- Maintained productivity and quality standards
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
Education
High School Diploma -
Politecnico Maria De La Altagracia (POMAVID)
Santo Domingo Este, Dominican Republic 04.2001 -
Bachelor of Science - Clinical Psychology
Universidad Nacional Evangélica
Santo Domingo, Dominican Republic 04.2001 -
Skills
Active listening
Customer service excellence
Live chat support
Ticket management
Problem-solving
Call center experience
Complaint handling
CRM software
Technical troubleshooting
Timeline
Customer Support Specialist
Modsquad (Spotify & Other Projects)
12.2022 - Current
High School Diploma -
Politecnico Maria De La Altagracia (POMAVID)
04.2001 -
Bachelor of Science - Clinical Psychology
Universidad Nacional Evangélica
04.2001 -
Additional Experience (Short-term Roles)
Call Centers Operations
2022 - 2023
Customer Support Representative
(Chat) – Advensus
2021 - 2022
Technical Support Representative (Phone)
Conduent (Windstream Project)
2019 - 2021
Data Transaction Associate –
Conduent Services
2017 - 2019