José Alexander Silva Cortez

SDR

Spinwheel Sales LLC

Feb 2026 - May 2026 (4 months)

Sales Representative / Outbound Specialist Outbound Lead Generation: Conducted outbound calling campaigns to identify, engage, and qualify prospective clients. Lead Nurturing: Managed and nurtured leads through the sales pipeline, maintaining consistent and professional communication to drive conversions. Performance & Collaboration: Worked closely with team leadership to meet performance targets and optimize outreach strategies. Digital Marketing Support & Lead Qualification Specialist: Managed and qualified high-intent leads generated through automotive digital marketing campaigns (Social Media Ads, Google Ads, and landing pages), ensuring a seamless transition from marketing to sales. Campaign Performance Feedback: Analyzed prospect

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First-Party Collections Specialist

Aqua Finance – Connect International

May 2025 - Feb 2026 (10 months)

• Managed accounts from 5 to 200 days past due (DPD), focusing on early intervention to prevent accounts from moving to repossession or recovery. • Negotiated payment arrangements and settlements, and followed up on declined post-dated payments to keep accounts current. • Handled diverse loan types, including Home Improvement, Recreational Vehicles (RVs), and Water Systems. • Managed complex contractual tasks: calculating interest rates, explaining monthly payment terms, and providing detailed Payment Transaction Histories or Statements of Account. • Processed sensitive legal documentation, including Death Certificates and Power of Attorney (POA) for accounts where the primary holder deceased or required a third-party manager. • Acted as a

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Advanced Customer Service Support

Google Fiber (IBEX Global - Nicaragua)

Sep 2024 - May 2025 (9 months)

• Assisted customers with internet security, including Wi-Fi password resets and network configuration. Working with residential, building and business internet. • Guided users through the step-by-step process of relocating routers/modems, ensuring all cables and settings were correctly reconnected. (FTTH and Coax) • Provided technical coaching to link smart devices to the home network. • Handled billing inquiries, processed payments, and managed service plan upgrades based on customer speed requirements.

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Advanced Technical Support

Google Fiber (IBEX Global - Nicaragua)

Sep 2024 - May 2025 (9 months)

• Managed Inbound calls for customers experiencing internet connectivity issues, providing immediate technical relief. • Conducted troubleshooting both step-by-step with the customer and via remote diagnostics from our end to identify line or equipment faults. • Handled technical tickets for malfunctioning hardware and processed replacements when necessary.

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Retention & Soft Sales

DISH Network (Inspiro – Nicaragua)

Aug 2023 - Sep 2024 (1 year 2 months)

• This role was heavily metric-based: I was required to offer channel packages and equipment upgrades on every call. • Managed "Save" calls: when customers called to cancel, I used discounts and added value (like extra channel packs) to keep them from leaving. • Closed new contracts by explaining the benefits of newer hardware, ensuring the customer understood the new pricing and the extra features they were getting. • Combined collections with sales—negotiating past-due payments while successfully upselling service improvements to keep the account active. • Leveraged outbound cold calling expertise to execute proactive win-back campaigns targeting former customers and users of competitor networks, effectively overcoming objections to pitch

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Advanced Technical Support

DISH Network (Inspiro - Nicaragua)

Aug 2023 - Sep 2024 (1 year 2 months)

• Provided phone-based technical assistance for Satellite TV issues, offering expert troubleshooting and problem resolution. • Guided customers through step-by-step troubleshooting of equipment, effectively communicating in both English and Spanish to ensure comprehensive support. • Simplified complex tech concepts for users without an IT background, particularly elderly individuals, fostering a positive and accessible customer experience. • Analyzed complex equipment failures and infrastructure limitations during high-level troubleshooting, successfully generating qualified leads for next-generation hardware upgrades (e.g., DISH Hopper systems) to improve user experience. • Evaluated customers' technical setups to identify service gaps, cr

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Advanced Customer Service Support

DISH Network (Inspiro - Nicaragua)

Aug 2023 - Sep 2024 (1 year 2 months)

• Assisted customers with Satellite TV box configuration and step-by-step guidance for tuning channels and signal and input synchronization. • Managed account modifications, including adding channel packages, premium services, and processing subscriptions for DISH streaming platforms. • Handled billing inquiries and processed payments over the phone while ensuring account security. • Leveraged advanced technical troubleshooting and issue resolution to build customer trust, seamlessly transitioning service calls into sales opportunities by identifying needs for equipment upgrades and premium add-ons, thereby enhancing inbound lead generation and upselling efforts. • Conducted comprehensive account reviews during high-tier support interaction

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Back-Office

DISH Network (Inspiro - Nicaragua) – Google Fiber (IBEX Global)

Aug 2023 - Sep 2024 (1 year 2 months)

• Managed Outbound calls to verify Satellite TV equipment delivery and ensure customer satisfaction. • Handled technical tickets regarding malfunctioning equipment, providing step-by-step phone troubleshooting. • Tracked hardware shipments via UPS and maintained real-time updates on equipment locations and status. • Resolved complex billing issues and corrected account discrepancies. • Conducted outbound follow-up calls to confirm internet service functionality and customer satisfaction. • Managed Outbound Calls to verify technician schedules by scheduling, rescheduling, or canceling onsite visits based on real-time troubleshooting results. • Leveraged lead generation skills by auditing extensive database records and verifying address servi

Translator

freelance

Jan 2022 - Dec 2022 (1 year)

• Performed direct translation for documents • Ensured accuracy in terminology and cultural context for both languages. • I served as an external contractor for a third-party project managed by my father.

José Alexander Silva Cortez

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