Mateo Smith
2828 Greenbriar Dr Apt 1211, Houston, Texas
Summary
Highly skilled professional with over 4 years of experience in digital marketing and more than 5 years in customer service and customer success. Bilingual in English and Spanish, specializing in customer support with a strategic focus on marketing. Achieved a 40% improvement in customer satisfaction and a 30% increase in client retention. Demonstrates exceptional fluency in both languages as a Spanish transcriber and translator, providing tailored, culturally appropriate solutions that contribute to a 45% increase in client retention. Possesses a solid technical background and strong problem-solving abilities, consistently standing out in customer support environments. Ready to contribute expertise to teams focused on innovation, business growth, and operational excellence.
Overview
3
3
years of professional experience
Work History
Technical Customer Support Specialist
Shopify Customer Service
06.2024 - 12.2024
- Shopify Customer Service Representative (June 2023 - December 2024): Developed expertise in providing high-level customer support, resolving technical and service issues efficiently, ensuring customer satisfaction across various communication channels.
- Multicultural Communication and Language Support: Delivered bilingual support in English and Spanish, translating technical information and resolving issues for clients from different regions, improving customer satisfaction by 18%.
- Technical Skill Enhancement and Customer Engagement: Gained coding skills to assist with platform customization and troubleshooting, reducing response times by 25% and improving self-help resources, resulting in a 20% decrease in support requests.
- Reduced customer support inquiries by 15% by producing easy-to-understand troubleshooting guides and FAQs for end users.
Customer Support Specialist
Amazon Customer Service
05.2023 - 05.2024
- Customer Success Specialist at Amazon: Delivered high-quality support to Spanish-speaking clients, effectively resolving their issues and ensuring positive outcomes. Played a crucial role in improving client satisfaction by 18%, leveraging bilingual proficiency in Spanish and English to facilitate clear communication.
- Bilingual Expertise and Client Relationship Management: Utilized native fluency in both Spanish and English to manage complex customer queries, providing precise solutions and enhancing the customer experience. Contributed to a project that reduced response times by 15%, improving operational efficiency.
- Global Company Experience and Operational Impact: Worked within one of the world’s largest companies, directly contributing to operational improvements. Actively participated in initiatives that optimized customer support processes, leading to increased client retention and streamlined workflows.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
Spanish Translator - Transcriber
REV
01.2022 - 04.2023
- Spanish Translator and Transcriber at REV: Delivered high-quality translation and transcription services for clients involved in high-priority, time-sensitive projects. Ensured 100% accuracy in translations while maintaining cultural nuances, leading to a 20% improvement in client satisfaction scores. Played a key role in enhancing the company's turnaround time by streamlining processes and improving workflow efficiency.
- Client Relations and Professional Communication Expertise: Developed a strong track record of managing client relationships, particularly in high-risk environments. Provided clear, tailored communication solutions, which resulted in a 15% reduction in misunderstandings and a 10% increase in client retention. Regularly collaborated with project managers to align translations with client-specific needs, ensuring alignment with business objectives.
- Bilingual Expertise and Cultural Precision: Utilized native Spanish fluency and advanced English skills to guarantee high-quality, culturally accurate translations. Led a project to enhance the cultural relevance of translations for key clients, resulting in a 25% improvement in engagement and client satisfaction with translated materials.
- Offered translation support for interviews and employment-related processes concerning Spanish speakers.
Education
High School Diploma - Outstanding Achievement in Marketing
Casuarinas International College
Santiago De Surco, Lima - Peru12-2023
Skills
- Microsoft Office
- Communication Skills
- Customer Communications Management
- Email Management
- Time Management
- Customer Relationship Management
- Communications Management
- Copywriting
- Requirements Analysis
- Social Media
- Digital Marketing
- Ticketing system experience
Languages
Spanish
Proficient
C2
English
Advanced
C1
Timeline
Technical Customer Support Specialist
Shopify Customer Service
06.2024 - 12.2024
Customer Support Specialist
Amazon Customer Service
05.2023 - 05.2024
Spanish Translator - Transcriber
REV
01.2022 - 04.2023
High School Diploma - Outstanding Achievement in Marketing
Casuarinas International College
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