Customer Service Support Specialist

RUBEN A. GALUÉ

Nashville, TN (CST)

407-***-****

***************@*****.***

Bilingual: Fluent in English & Spanish

Remote-Ready Client-Facing Professional

PROFILE

Multidimensional Operator with 10+ years of experience across customer service, regional leadership, live-stream tech, video production, and audiovisual marketing. Skilled in both creative execution and high-pressure operations — from managing customer escalations for Fortune 500 clients to livestreaming on-the-fly productions. Trusted for reliability, polish, and results.

CORE COMPETENCIES

• Bilingual Customer Support (EN/ES)

• CRM Systems: Salesforce, Zendesk, Freshdesk

• Video Production & Livestreaming

• Conflict Resolution & Retention

• Remote Workflow Coordination

•Scriptwriting & Post-Production

• Sales & Upsell Strategy

• Team Leadership & Coaching

• High-Volume Call Management

• Technical Troubleshooting

• Microsoft 365 / Zoom / Google Workspace

• Audiovisual Marketing Campaigns

PROFESSIONAL EXPERIENCE

Concentrix AARP Account – Bilingual Customer Service Specialist Nashville, TN 2023–Present

• Managed high-volume inquiries from AARP members across phone, email & chat

• Processed memberships, resolved billing issues, and educated members on services

• Maintained 95%+ resolution rate using Salesforce & Zendesk

• Delivered empathetic, brand-aligned service that supported member retention TTEC UnitedHealthcare Account – Bilingual Customer Support Representative Nashville, TN 2019–2022

• Provided technical & coverage support to UHC members in both English and Spanish

• Handled enrollments, claims, and provider coordination via CRM tools

• Ranked top 10% for call quality and compliance for 12 consecutive months GracePointe Church – Livestream & A/V Technician

Nashville, TN 2020–2023 (Concurrent)

• Set up, operated, and troubleshot livestream hardware/software

• Managed live video switching, overlays, and audience engagement tools

• Trained volunteers and optimized video/audio for online streaming Reliant Rental Car – Sales Associate + A/V Marketing Producer Location 2017–2019

• Increased upsells by 22% through enhanced client engagement and bundled services

• Produced promotional video content integrated into digital campaigns

• Managed inventory, contracts, and walk-in customer experiences Gold Rental Car – Regional Manager A/V Producer

Location 2013–2017

• Oversaw multiple rental branches; managed staff training & performance targets

• Directed audiovisual marketing campaigns across platforms

• Increased booking rates via localized visual content strategy Cinexa (Independent Film & Promo) – Audiovisual Producer Location 2010–2013

• Managed full-cycle production: concept shoot post

• Collaborated with creatives and brands on storytelling and messaging

• Delivered client projects across film, promo, and social video formats EDUCATION

T.S.U. in Audiovisual Sciences & Photography

Industrial Technology University Institute (I.U.T.I.R.L.A.) Institute of English & Grammar – Fluent Bilingual Certification (EN/ES) TOOLS & PLATFORMS

Salesforce Zendesk Freshdesk ServiceNow Zoom Microsoft Teams LiveChat OBS Adobe Premiere Canva TeamViewer Google Workspace Zendesk Guide Document360 Cisco UCC Chrome Remote Desktop WHAT OTHERS SAY

“Driven. Dependable. Detail-Obsessed.” – Previous Supervisor

“He’s the guy that fixes problems and makes people feel taken care of.” – Client Review READY TO DELIVER

Seeking remote or hybrid roles in:

• Customer Success / Support (Remote)

• Streaming or A/V Operations

• Videography / Creative Production

• Administrative or Tech-Enabled Roles (Remote)

Contact this candidate