Carlos Rafael Ferrer Rodríguez
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Customer Support Expert
Mexico City, Mexico
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Résumé
Jobs
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User Happiness ManagerRemoteJul 2021 - Jun 2022 (1 year)- Support for Remote’s customers and prospects with technical and non-technical inquiries. - Documented findings and new processes for coworkers in a remote-only and async environment. Point of contact for escalations for high-touch clients. Support for Remote's customers and prospects with technical and non technical inquiries. Documented findings and new processes for coworkers in a remote-only and async environment. Point of contact for escalations for high touch clients.- Freelance WriterHuffPostJan 2018 - Dec 2018 (1 year)- Provided several collaborations to the Huffington Post in Mexico, focusing on the Provided several collaborations to the Huffington Post in Mexico, focusing on the cultural value and makings of pop music.
- Customer Support Team LeadHootsuiteOct 2017 - Apr 2021 (3 years 7 months)- Lead a team of over 45 Support Advocates, which I helped grow from an original team of 5, overseeing technical and billing support for Hootsuite and AdEspresso over email - social media (Facebook and Twitter), live chat and phone calls for B2B self-serve and enterprise customers. We resolve issues - On top, I also handle escalations within the Mexico Support team and provide bug reports for Hootsuite’s Development Team. Lead a team of over 45 Support Advocates, which I helped grow from an original team of 5, overseeing technical and billing support for Hootsuite and AdEspresso over email (Zendesk), social media (Facebook and Twitter), live chat and phone calls for B2B self-serve and enterprise customers. We resolve issues involving the Ho
- Customer Support AdvocateHootsuiteApr 2017 - Oct 2017 (7 months)- Technical support and guidance through live chat, email and social media on the world’s widest used social media mangement platform to a userbase of 15 million. - This position has given me great learning resources in social media, marketing and management skills. Technical support and guidance through live chat, email and social media on the world's widest used social media mangement platform to a userbase of 15 million. This position has given me great learning resources in social media, marketing and management skills.
- BAsistente de marketingBarcelo Hotels & ResortsFeb 2016 - Dec 2016 (11 months)- E-Commerce duties for two 4-diamond hotel properties. I was responsible for web content, copywriting, pricing and rates for direct website sales and online travel agencies. This is an assistance position, but I took interim responsibility of the depa E-Commerce duties for two 4-diamond hotel properties. I was responsible for web content, copywriting, pricing and rates for direct website sales and online travel agencies. This is an assistance position, but I took interim responsibility of the department for the majority of my stay after my superior left the company.
- NEditor de contenidos webNexusToursJan 2015 - Jan 2016 (1 year 1 month)- Redaction, translation and publication of content for the Sunwing Travel Group. Serving as copywriter to product descriptions and landing pages of 34 different travel destinations available on the nexustours.com website. - As Loading Agent, I was in charge of configuration and maintaining the companies product databases, providing remote technical support and assistance to internal customers in 6 countries through e-mail, web chat and Skype. Redaction, translation and publication of content for the Sunwing Travel Group. Serving as copywriter to product descriptions and landing pages of 34 different travel destinations available on the nexustours.com website. As Loading Agent, I was in charge of configuration and maintaining the companies
Education
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- Tecnicatura, Ingeniería de sistemasUniversidad Tecnológica LatinoamericanaJan 2014 - Jan 2016 (2 years 1 month)