Victor M.

Need a senior support specialist to clear backlogs without sacrificing CSAT scores? I bring 9+ years of experience managing high-volume queues (15–20 tickets/hr) for global E-Commerce, SaaS, and Travel brands using Shopify, Help Scout, and Freshdesk. Fully bilingual in English and Spanish, I also leverage AI tools to accurately assist customers in other languages whenever needed. Whether you need to reduce response times during peak volume, streamline Shopify order operations, or handle complex airline reservation inquiries via Amadeus GDS, I step in as a seamless extension of your team to keep your support queue clean and your customers happy. Core Competencies: High-Volume Queue Management: Maintaining 15–20 tickets/hour while protecting brand tone and customer satisfaction. Multilingual Coverage: Native Spanish and C1 English, plus proficient use of AI tools to handle ticket inquiries in other global languages. E-Commerce Operations: Order tracking, returns, refunds, exchange processing, and customer account management in Shopify. Omnichannel Help Desk: Rapid, accurate support across Email, Live Chat, and Ticket Management systems. Travel & Airline Support: Reservation changes, guest communications, and airline GDS ticketing (Amadeus). Escalations & Resolution: Handling sensitive customer issues, refunds, and complex inquiries with empathy and efficiency. Tech Stack & Tools: CRM & Help Desks: Help Scout, Freshdesk, Salesforce, Airtable E-Commerce: Shopify Travel Platforms: Amadeus GDS, Airbnb, Booking, VRBO, Expedia AI & Communication: Generative AI tools (translation & drafting), Slack, Google Workspace, Microsoft Office Why Work With Me? 9+ Years of Support Experience: Fast onboarding with minimal supervision required. Bilingual + AI-Powered Multilingual: Seamless communication in English and Spanish, with AI assistance for broader language support. Proven Track Record: Over 3,900+ logged hours on Upwork with a 95% Job Success Score and Top Rated status. Ready to clear your backlog and elevate your customer experience? Click Invite to Job or send me a direct message to discuss how I can support your team!