Pebles L.

Bilingual English/Spanish Customer Service Professional | 10+ Years of Experience I'm Pebles Luciano, a bilingual English/Spanish customer service and call center professional with over 10 years of experience across customer support, technical support, customer retention, legal intake, and case management. I value professionalism, clear communication, accountability, and respect for agreed contractual terms. My experience includes handling high-volume customer interactions, documenting cases accurately, troubleshooting issues, and providing reliable support in remote environments. A Note About My Recent Rating One of my recent public ratings reflects a contractual disagreement after the client requested additional responsibilities outside the scope of our original agreement. When I professionally raised concerns about these additional duties, I was warned that my contract could be terminated. My contract was subsequently paused and eventually ended. I respect every client's right to provide feedback, but I also believe prospective clients deserve context when evaluating my work history. I remain committed to fulfilling my contractual obligations, communicating professionally, and delivering reliable, high-quality work. I believe successful working relationships depend on clearly defined responsibilities, fair compensation, transparent working conditions, and mutual respect from the beginning. My goal is always to establish clear expectations and build productive, long-term professional relationships. Services & Areas of Experience My experience includes supporting customers and businesses in fast-paced environments, handling routine and complex interactions with professionalism, accuracy, and empathy. Customer Service & Customer Support Technical Support & Troubleshooting Customer Retention & Escalation Handling English/Spanish Customer Communication Clinical-Trial Prequalification Billing & Collections Payments, Orders & Refunds Case Management & Documentation Administrative Support Customer Inquiries & Issue Resolution Legal Intake & Initial Client Screening I am comfortable managing high-volume customer interactions, learning new systems and processes, following established procedures, and working independently in remote environments. To me, excellent customer service means listening carefully, understanding customer needs, providing accurate information, resolving issues efficiently, and representing the company professionally. My Freelance Work & Rates As an independent freelancer, I provide and maintain my own professional equipment, internet connection, backup power, workspace, and other operating resources. My rate reflects my professional experience and the investment required to maintain a reliable remote working environment. Upwork service fees and other operating expenses are also part of my cost structure. For ongoing engagements requiring substantial monthly availability, my minimum sustainable income requirement is $1,920 per month. Compensation, working hours, and responsibilities should be clearly established before a contract begins to ensure a fair and sustainable working relationship for both parties. I welcome opportunities with clients who value reliability, transparent communication, and clearly defined expectations. Professional Remote Setup I maintain a dedicated workspace designed to support reliable remote work and minimize interruptions. Internet 100 Mbps download 50 Mbps upload Power Backup Inverter system with up to 8 hours of backup power Main PC Intel Core i7-10700 8 cores / 16 threads 32 GB RAM 1 TB internal storage Windows 11 Pro, 64-bit Backup Laptop HP ENVY x360 Convertible 15m-ds0xxx AMD Ryzen 5 3500U with Radeon Vega Mobile Graphics 32 GB RAM Approximately 954 GB total storage 64-bit operating system Monitors 2 Samsung C27F390 curved monitors AOC E1659FWU 15.6-inch portable monitor Communication & Equipment OBSBOT Meet 4K webcam ASUS ROG Strix Go headset Logitech backup headset Ajazz mechanical keyboard Blake X17 mouse My dedicated workspace, backup laptop, additional headset, and power backup system help me maintain productivity and reliable communication during local power interruptions or equipment issues. Let's Work Together If you are looking for an experienced bilingual customer service professional who can work independently, represent your company professionally, and deliver consistent service, I would be happy to discuss your project. I value professional relationships built on clear expectations, accountability, and mutual respect, and I strive to bring those principles to every engagement.