Moises Tejada
Customer Support & Operations Professional
Santo Domingo,23
Summary
Bilingual (English & Spanish) customer support professional with experience in SaaS support, CRM systems (Salesforce, HubSpot), and automation (Zapier). Skilled in troubleshooting software issues, handling account access problems, and assisting customers with integrations. Strong problem-solving abilities, technical aptitude, and a track record of improving efficiency and customer satisfaction. Seeking to apply my expertise in a dynamic customer support or SaaS environment.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Operations Supervisor
Bienes QM
San Pedro De Macorís, Provincia de San Pedro de Macoris
01.2023 - Current
- Ensure compliance with safety protocols and regulations.
- Monitor workmanship and materials to meet project standards.
- Coordinate work schedules for timely project completion.
- Efficiently allocate manpower, equipment, and materials.
- Address and resolve issues and conflicts on-site.
- Facilitate clear communication among stakeholders.
- Maintain accurate records of progress and changes.
Shift Manager
CVS Pharmacy
New Milford, NJ
07.2022 - 11.2022
- Managed daily operations, including inventory control and staff supervision.
- Assisted customers with purchases, inquiries, and issue resolution.
- Maintained high customer satisfaction through excellent service.
- Promoted a positive work environment through open communication and constructive feedback.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
Remote Customer Service Chat Agent
OutPLEX
Santo Domingo, Nacional
08.2021 - 02.2022
- Resolved an average of 130 customer chats per shift, maintaining a 90% CSAT rating.
- Handled 2-3 customers simultaneously while maintaining an Average Handle Time (AHT) of 12 minutes.
- Assisted customers with billing inquiries, software troubleshooting, and account access issues.
- Helped customers navigate basic integrations and automation setups.
- Accurately verified and updated customer account information.
– Remote Customer Service Voice Agent
Alorica
Santo Domingo, Nacional
01.2020 - 04.2021
- Handled around 110 calls per shift, providing customer service and tier 1 technical support.
- Maintained an 85% CSAT score while efficiently addressing customer concerns.
- Average Handle Time (AHT) of 15 minutes, demonstrating active listening and empathy.
- Boosted company services in calls handled by 45% through soft sales strategies, upselling plans and services.
- Assisted customers with software-related issues, password resets, and account management.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Education
Bachelor of Science - Electromechanical Engineering
Universidad Central Del Este
San Pedro De Macorís, Dominican Republic 09.2023 - Current
Skills
Customer Service & Technical Support
CRM Software (Salesforce, HubSpot)
Basic Automation with Zapier
Microsoft Office (Word, Excel, PowerPoint, Outlook)
Problem-Solving & Critical Thinking
Multitasking & Time Management
Active Listening & Conflict Resolution
Customer Retention Strategies
Process Improvement & Workflow Optimization
Accomplishments
- Helped retain customers by troubleshooting their issues instead of cancellations.
- Suggested alternative service plans based on customer needs.
- Boosted company services in calls handled by 45% through soft sales and upselling strategies.
Customer Success & Retention Contributions
Remote Work & Collaboration Skills
Remote Work & Collaboration Skills
- Experience handling remote customer inquiries via chat, email, and calls.
- Proven self-motivation and time management in remote work environments.
- Familiar with remote collaboration tools like Google Workspace, Slack, Microsoft Teams, and Zoom.
Timeline
Bachelor of Science - Electromechanical Engineering
Universidad Central Del Este
09.2023 - Current
Operations Supervisor
Bienes QM
01.2023 - Current
Shift Manager
CVS Pharmacy
07.2022 - 11.2022
Remote Customer Service Chat Agent
OutPLEX
08.2021 - 02.2022
– Remote Customer Service Voice Agent
Alorica
01.2020 - 04.2021
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