Erick Marcos Heirfeld Del Valle Administrative Support Specialist | Virtual

Remote Customer Support & Administrative Specialist

Apex América

Jan 2025 - Apr 2025 (4 months)

Provided comprehensive remote customer service and administrative support for the Telecom campaign. Managed high-volume inbound inquiries via chat and email, ensuring accurate data entry and timely resolution of technical issues using internal CRM systems. Consistently met quality assurance metrics and maintained strict adherence to operational procedures. • Utilized data analysis techniques to evaluate technical issue trends, allowing for more effective troubleshooting and ensuring the consistent achievement of quality performance metrics. • Leveraged candidate relationship management (CRM) methodologies to meticulously manage user profiles and track individual interactions, facilitating a more personalized and efficient support experience

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Quality Assurance & Support Coordinator

EXOTEAM

Aug 2024 - Dec 2024 (5 months)

Quality Assurance & Support Coordinator - Conducted quality assurance audits and managed high-traffic accounts. - Provided specialized chat support and oversaw account administration for high-volume pipelines. - Trained and onboarded new interns, ensuring strict adherence to company standards, communication guidelines, and operational protocols. - Supported the sales team by auditing communication pipelines and managing data directly related to lead generation efforts, ensuring high-quality intake and streamlined conversion processes.

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Customer Service & Operations Specialist

Heladería Duomo

Aug 2023 - Jan 2024 (6 months)

Customer Service & Operations Specialist Provided high-quality customer service, managed daily store operations, and handled inventory control and cash management. Coordinated on-site staff to ensure optimal service delivery, smooth store functioning, and full compliance with operational standards. • Utilized candidate relationship management (CRM) principles to streamline team coordination, effectively managing complex staff scheduling and internal communications to enhance overall operational efficiency.

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B2B/B2C Administrative Support Specialist

Empresa Atento S.A

Jan 2020 - Jun 2023 (3 years 6 months)

Delivered frontline technical and administrative support for B2B and B2C clients via omnichannel platforms including phone, email, and chat. Resolved complex technical issues, provided sales support, and maintained detailed records of client interactions in internal databases to ensure high customer satisfaction and efficient case resolution. - Leveraged candidate relationship management (CRM) systems to track client interactions, manage account histories, and coordinate multi-channel solutions, ensuring a consistent and high-quality experience for both B2B and B2C clients. - Utilized advanced CRM proficiency to maintain comprehensive B2B and B2C client profiles and log detailed interaction histories, which directly supported the company’s

Erick Marcos Heirfeld Del Valle

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