Donald Alexander Merino Salvador

Customer Service Specialist

MEXC

Dec 2024 - May 2025 (6 months)

Respond to user inquiries via live chat, providing prompt and effective support. Investigate and resolve technical or account-related problems while ensuring compliance with company policies. Maintain accurate records of customer interactions in CRM systems. Stay informed about MEXC's services and products to provide precise and relevant information. Handling complaints and escalations: Identify complex issues and escalate them to the appropriate teams when necessary. User education: Guide customers on platform usage, explaining features and best practices. Feedback collection: Gather customer insights to improve user experience and optimize internal processes. Cross-team collaboration: Work with technical support and compliance teams to re

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Shift Manager

ROOMONITOR,

Apr 2024 - Jan 2025 (10 months)

Daily Documentation: Record and share operational tasks to ensure clarity and completion. Client Communication: Handle requests and resolve issues efficiently. Project Management: Optimize KPIs and quality processes for improved operations. Coaching & Support: Guide supervisors and agents in problem resolution. Approval of Requests: Manage overtime and schedule changes based on availability. Daily Reporting: Keep the team and management informed of progress and challenges. Team Leadership: Oversee the operational team, ensuring standards and performance. Training Development: Design training programs for new hires and continuous learning. Performance Monitoring: Evaluate team performance and provide feedback. Resource Allocation: Assign sta

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Help Desk Level 2-P2P

Binance-

May 2022 - Jul 2023 (1 year 3 months)

P2P Customer Support Level 2: Solving P2P appeals and following up on procedures to review external payments and proceed with solutions. Reporting and taking internal actions against users violating policies and terms of use. Informing clients about government documents, such as tax forms or home improvement forms. Resolving and investigating issues with the withdrawal function. Resolving crypto and Fiat deposit issues. Helping users verify their accounts by requesting valid documentation to verify ID and address. Account troubleshooting, including: VPN issues or any other app affecting the IP. Cybersecurity tasks such as identifying scammer behavior, reporting and blocking accounts, or disabling certain functions. Technical support in term

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Customer service representative

Atento El Salvador

Mar 2020 - Apr 2022 (2 years 2 months)

Provided fast and friendly customer support over the Phone and vía chat to 100+ customers daily. Built and maintained rapport with customers to become a trusted advisor and partner in purchasing decisions. Provided expert insight and advice to users to keep safe their accounts. Resolve users' issues with orders, making sure they will receive the order as soon as we can. Follow up orders with drivers Performing refunds in case users do not receive orders after doing an investigation and escalate the case to take internal actions.

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Call Center Supervisor

Telus international Sa de cv

Nov 2018 - Feb 2020 (1 year 4 months)

Leads a team of 30 agents In charge of overseeing multiple projects simultaneously Liaises with clients for creative requests Providing leadership, management and guidance to all Call Center staff. Answering front line calls from customers. Conducting staff performance reviews. Handling any customer complaints. -Responding to customer email or telephone inquiries. Ensuring high quality and accuracy of work from call center staff. Putting together daily performance reports for senior managers.- Liaising with the Call Center management team to monitor the effectiveness of service policies and practices. Troubleshooting any operational problems. Tracking the number of inbound calls. Being visible at all times to all call center staff. Presenti

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Special attorney-in-fact

Caex Logistics SA de cv

Apr 2016 - Apr 2018 (2 years 1 month)

Customer support at the airport, helping clients yo release merchandise. Daily reports for import and export. receive daily importantation and perform CEPA process. Receive UPS exportation and work on documentation with Aduana El Salvador. Perform Logistics process to export merchandise Traking every single packages ensuring that packages will be sent to the correct Address. I charge of 15 Aduana agents, making sure they were releasing the merchandise in other Aduanas. Helping the agents remotely.

Donald Alexander Merino Salvador

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Donald Alexander Merino Salvador

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