Bilingual Customer Support Specialist and E-Commerce Leader

FERNANDO FERNANDEZ

Passaic, New Jersey +1-201-***-**** ******************@*******.***

Authorized to work in the United States without sponsorship PROFESSIONAL SUMMARY

Bilingual Customer Support, Email Support, and Customer Success Professional with 4+ years of experience supporting customers for U.S.-based companies across phone, email, escalations, and e-commerce environments. Proven track record handling high-volume customer interactions, executive escalations, refunds, replacements, order management, and customer retention initiatives. Experienced supporting more than 2,000 customers, resolving complex cases, and delivering exceptional customer experiences. Background includes Case Management for Samsung, Remote Email Support for a U.S. e-commerce company, and ownership of a successful e-commerce business generating over $50,000 in revenue. CORE SKILLS

Customer Support • Email Support • Chat Support • Customer Success • Case Management • Escalation Management • Technical Support • CRM Systems • Zendesk • Salesforce • Slack • Google Workspace • Microsoft Office • Meta Ads • E-Commerce Operations • Conflict Resolution • Written Communication • Problem Solving PROFESSIONAL EXPERIENCE

E-Commerce Business Owner Aug 2024 – Present

1 Built and operate a successful e-commerce business managing customer service, sales, marketing, logistics, inventory, and daily operations.

2 Assisted 2,000+ customers through WhatsApp, social media, and online sales channels. 3 Processed 1,500+ customer orders while maintaining strong customer satisfaction and retention. 4 Manage 100+ customer conversations daily and oversee order fulfillment and customer follow-up processes. 5 Created and managed Meta Ads campaigns and performance tracking systems using CRM tools, Google Sheets, Canva, and AI-powered tools.

6 Generated $50,000+ in revenue through online sales and customer acquisition strategies. Carbinox Remote Email Support Specialist Jul 2022 – Feb 2024 1 Provided remote email support for a U.S.-based e-commerce company in a fully remote environment. 2 Managed up to 100 customer emails daily regarding order status, product inquiries, refunds, replacements, and post-purchase support.

3 Worked directly with company leadership to resolve customer concerns efficiently and professionally. 4 Maintained high standards of written communication, accuracy, and customer satisfaction. Samsung Case Manager & Escalation Specialist Jan 2020 – Jun 2021 1 Managed executive-level escalations, refunds, replacements, legal concerns, and Office of the President cases. 2 Handled 20–30 active cases and 30–50 customer interactions daily in a high-pressure environment. 3 Escalated complex cases to Samsung Headquarters and coordinated final resolutions across departments. 4 Ranked among the top-performing agents within a team of approximately 30–40 employees. Teleperformance Customer Service & Technical Support Representative Sep 2019 – Dec 2019 1 Seasonal 3-month position providing bilingual customer service and technical support. 2 Assisted customers with online orders, troubleshooting, refunds, replacements, and account-related inquiries. 3 Maintained customer satisfaction standards while supporting high call volumes. ADDITIONAL INFORMATION

Languages: Spanish (Native), English (Fluent)

Education: High School Diploma

Professional Development: Independent entrepreneurship and e-commerce operations (Feb 2024 – Aug 2024).

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