Customer Support Service

HECTOR ANDRES MORALES JR.

Remote Technical Support & Customer Support Agent

**** *** ******** ****, ***** Lauderdale, 33068, United States

+1-954-***-**** *******************@******.***

PROFILE

Bilingual (Spanish/English) Customer Service and Sales Professional with 10+ years of experience in remote support, inbound/outbound call handling, and client issue resolution. Proven ability to troubleshoot technical and service-related problems, manage customer accounts, and deliver high-quality support across multiple industries. Skilled in communication, problem solving, and adapting to new technologies in fast-paced environments. EMPLOYMENT HISTORY

Remote Sales & Customer Support Agent, Crown Outsourcing Inc. May 2023 — Mar 2025 Remote

• Handled inbound and outbound calls and online inquiries, assisting customers across three departments.

• Provided product/service support and troubleshooting, resolving routine customer issues.

• Documented customer interactions and resolutions, ensuring follow-up and customer satisfaction.

• Promoted to full-time within two months for high performance and reliability.

• Achieved Perfect Attendance (2024) and earned multiple performance bonuses for meeting or exceeding support and sales goals.

Audio Engineer / Project Manager, Next Level Records (NXTLVL Records)

Mar 2017 — Present

Remote

• Configured and maintained technical equipment (audio interfaces, mixers) for live events and studio sessions.

• Supported team members and clients in resolving technical setup issues.

• Managed projects as Assistant Project Manager and Executive Producer, coordinating cross-functional teams.

• Delivered post-production services (mixing, mastering, sound editing) under strict deadlines. Pro Sales Account Manager, The Home Depot Nov 2014 — Aug 2018 North Lauderdale, FL

• Managed over-the-phone (OTP) transactions with business owners and contractors.

• Assisted with special orders, export sales, and account support, ensuring smooth issue resolution.

• Supported multiple departments (Paint, Garden, Plumbing, Electrical, Tool Rentals) by troubleshooting order or product concerns.

• Built long-term customer relationships by providing reliable solutions and timely support. Sales Team Leader, Compliance Services Dec 2009 — Oct 2014 North Bergen, NJ

• Led the New Jersey main office sales team, delivering daily training on customer service techniques and issue resolution.

• Traveled across multiple states for campaign management, providing onsite and remote support.

• Trained and onboarded new hires, ensuring readiness for remote and field-based customer interactions. EDUCATION

Emerson High School Sep 2004 — Jun 2008

High School Diploma Union City, NJ

• Graduated with Honors (GPA 3.2/4.0)

• Completed AP coursework in Science and Literature SKILLS

Technical Support & Troubleshooting Expert

Inbound/Outbound Call Handling Expert

Customer Service & Issue Resolution Expert

Remote Support (Phone, Chat, Email) Expert

CRM & Ticketing Systems (Salesforce,

Zendesk – if applicable)

Expert

Professional Sales Expertise Expert

Leadership & Team Training Expert

Microsoft Office Suite Typing Speed:

40 WPM

Expert

LANGUAGES

English Native speaker Spanish Highly proficient

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