Mario F.

Bilingual Client Intake & Customer Support Specialist | EN / ES

I appreciate you taking the time to review my profile. I'm a bilingual (English/Spanish) Client Intake & Customer Support Specialist with 8+ years of experience helping clients through phone, live chat, and email. Throughout my career, I've built strong client relationships, resolved complex issues, qualified leads, and maintained accurate CRM records while delivering professional and empathetic service. My consistent performance led to a promotion from Customer Service Representative to Quality Analyst, where I evaluated agent performance, coached teams, led calibration sessions with clients, monitored KPIs, and helped maintain high service quality standards. I also successfully completed a 3-year remote contract through Upwork with a 5-star rating, demonstrating reliability, professionalism, and a commitment to delivering high-quality work. In addition to customer support, I have experience with data management, web research, email extraction, data entry, Google Workspace, Microsoft Office, CRM platforms, and handling confidential information with accuracy and attention to detail. While attending university, I participated in a USAID-sponsored Family Reunification initiative, translating support letters for families and gaining foundational knowledge of U.S. immigration processes, including Family-Based Immigration, Adjustment of Status, Consular Processing, VAWA, U Visas, and T Visas. This experience strengthened my understanding of the professionalism, empathy, confidentiality, and attention to detail required in legal client intake. Whether you need someone to manage client intake, provide exceptional customer support, qualify leads, maintain accurate records, or represent your company professionally in both English and Spanish, I'm ready to become a valuable member of your team. I look forward to discussing how I can help your business succeed.