Nikolas Martinez
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Nikolas Martinez

Nikolas Martinez

About

Detail

Bogota D.C., Colombia
Contact Nikolas regarding: 
Flexible work
Starting at USD10/hour
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Internships
Starting at USD700/month
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Résumé

Jobs verified_user 0% verified
  • I
    Remote Interpreter
    International Contact Center (ICC)
    Sep 2024 - Jul 2025 (11 months)
    • Delivered accurate consecutive interpretation for English and Spanish-speaking clients. • Coordinated smooth communication in live virtual sessions and maintained terminology resources. • Developed essential customer support skills, including active listening, empathy, and clear communication, while facilitating high-stakes conversations between parties. This role required rapid problem-solving and the ability to remain calm under pressure, which are key traits in any support environment. Additionally, I managed call operations by answering inbound calls for six hours daily, providing excellent customer service, taking detailed notes on relevant information, and reporting updates for each call, further enhancing the overall communicat
  • R
    Concentrix
    WFM Analyst
    Remote job, Concentrix
    Feb 2022 - Jul 2024 (2 years 6 months)
    • Designed automated dashboards and reports in Google Sheets, reducing manual workload by up to 90%. • Authored SOPs and process documentation to streamline team operations. • Fostered proactive communication between departments for real-time staffing adjustments, ensuring that all stakeholders were informed and engaged. • Maintained a customer support mindset by providing data-driven solutions tailored to the needs of internal clients, including managers and administrative teams. My ability to respond quickly to shifting priorities and deliver accurate, actionable insights reinforced effective communication and collaboration within the organization. Additionally, I utilized CRM tools like Salesforce to monitor key performance ind
  • W
    Advocate Success Team Advisor
    Webhelp (Cash App account)
    Jan 2021 - Feb 2022 (1 year 2 months)
    • Provided tier-2 support for technical and billing inquiries via email and chat, resolving escalations promptly. • Conducted live training sessions and created enablement materials. Additionally, utilized Google Sheets to effectively track various KPIs for training teams, manage ongoing issues, report Jira tickets, handle Salesforce reports, and update cases, which contributed to the efficient resolution of advocate escalations. Furthermore, managed call communications with final clients to coordinate upskillings, QA calibrations, and bug reports, ensuring a comprehensive approach to advocate support and continuous improvement.
  • O
    Customer Success Representative
    OneLink BPO (Specialized SaaS)
    Apr 2020 - Jan 2021 (10 months)
    • Handled high-volume customer inquiries across chat and email, consistently exceeding satisfaction KPIs. • Communicated product updates and adjusted support documentation accordingly. • Delivered product walkthroughs and onboarding support for new users. • Regularly managed sensitive user data and guided users through complex product features, ensuring compliance and audit readiness, which closely mirrors legal workflows. • Translated technical policies into clear guidance for end users, akin to explaining legal terms or intellectual property processes, thereby enhancing user understanding and support. This foundation in secure, structured support environments equips me to assist users effectively in legal-tech or IP-related platfo
Education verified_user 0% verified
  • Bictia
    Certificate in Programming Basics
    Bictia
    Jan 2020 - Mar 2020 (3 months)
    Introduction to programming using HTML, CSS, Javascript