Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Fernando Huerta

Barranquilla

Summary

Dedicated customer support specialist with a strong focus on professional growth. Possessing extensive knowledge of retention strategies and customer satisfaction. Excels in multitasking and handling diverse responsibilities. Commitment lies in building and nurturing professional relationships to drive business results and increase profitability. Continuously strives to apply the best marketing practices learned throughout the career to achieve success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

MBitcasino
05.2023 - Current
  • Adapted quickly to changing customer conditions by staying informed about the Casino industry news and adjusting customer support strategies accordingly.
  • Employed strategic customer satisfaction techniques to maximize customer journey experience from existing clients while maintaining positive relationships.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Used Intercom tools to improve customer experience, and enhance canned responses.
  • Gained over a growing 78.5% net customer satisfaction by using retention and analyze feedback data to identify areas for improvement and appropriate solutions.
  • Multitasked to handle diverse customer needs in high-volume chat and email setting, prioritizing tasks to keep up with challenging expectations.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized provided systems (Jira, Slack and Intercom tools) to effectively track customer interactions, document detailed case notes, and access relevant account information when needed, or requested.
  • Maintained thorough knowledge of product offerings, including crypto currencies information, to provide accurate information and expert advice to customers.
  • Participated in opportunities of assisting Social Media team (Telegram, and recently Discord) to obtain more insights and connections with customers.

Customer Relations Manager

Leap R&D Corp.
07.2022 - 09.2022
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Gained an understanding of our customers' needs, then created and delivered proposals to the team to increase customer loyalty, and improve customer retention rates.
  • Daily answered messages from customers for obtaining better insights on their profiles to learn and identify their needs and share information to fulfill their requirements.
  • Built small Personal Brand Strategies with Content Management Team for clients taking insights from existing information to avoid errors on future Marketing Content errors in the future.
  • Created documents with information to understand and identify the most common client types to use for future new team members' training.
  • Sent a follow-up message after each purchase to determine customer success with our product and ask for feedback to improve sales and Customer Trust.

Marketing Associate

Paronubi
02.2022 - 07.2022
  • Collaborated within the team to design and develop a better customer experience to extract more insights into their experience with us.
  • Effectively manage daily/weekly administrative tasks, such as helping with content curation, downloading, editing, and scheduling content in Hootsuite and CoSchedule.
  • Created campaigns and landing pages in MailChimp to bring in Lead Generation practices and obtain contact information to turn anonymous visitors into leads.
  • Created Email Marketing campaigns according to existing branding instructions.
  • Edited videos and images on Canva according to existing branding instructions
  • Helped develop a new Market Research by doing essential research and benchmarking to identify new opportunities in the industry.
  • Helped create a Referral System and Word-of-Mouth campaigns with win-win deal offers.
  • Helped reach people from a Prospects List created on LinkedIn.
  • Used AI tools to save time as a copywriter and create attractive and engaging posts and articles for LinkedIn.
  • Developed clear CTA's on all social media copy, delivering a 20% uplift in leads.
  • Boosted brand visibility by developing and executing targeted marketing campaigns.
  • Enhanced social media presence with creative content and effective targeting.
  • Supported the design process of various promotional materials including brochures, flyers, banners, and advertisements.
  • Created eye-catching visual assets for print and digital campaigns that resonated with target audiences.


Insurance Authorization Specialist

PracticeMed Solutions
07.2021 - 02.2022
  • Collaborated with healthcare providers to ensure proper documentation for successful authorizations.
  • Achieved higher accuracy rates in verifications, utilizing attention to detail and organizational skills.
  • Streamlined workflow processes for faster turnaround times, using data-driven approaches and continuous improvement techniques.
  • Managed high-volume caseloads to meet strict submission deadlines, prioritizing tasks accordingly.
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • For the development of the Marketing Department, I helped with documentation and essential marketing research.
  • Assisted in creation of a B2B Marketing strategy based brand values, costumer satisfaction, benchmarking and email marketing.
  • Assisted the Marketing Department for its reactivation by providing ideas on Social Media Management
  • Assisted Marketing Department to develop a new successful Lead Generation and Digital Marketing strategy.


Servimulti C.A
02.2018 - 09.2018

Education

Graphic Design -

LUZ
Zulia, Venezuela
01.2025

Performing Arts Technician -

Lia Bermudez Art's Center
Zulia, Venezuela
01.2019

N.H.S. Hugo Rafael Chavez Frias
Zulia, Venezuela
01.2016

Skills

  • Complaint Handling
  • Customer Relationship Management (CRM)
  • Digital Marketing
  • CRM Software
  • Strategist
  • Customer Response
  • Social Media Marketing
  • Casino support
  • Brand building
  • Entrepreneurial Mindset
  • Referral Coordination
  • Market Analysis
  • Campaign Implementation
  • Decision-Making
  • Public and Media Relations
  • Consumer Buying Habits
  • Research methods

Certification

  • Inbound Marketing, Hubspot, 12/01/22
  • SEO, HubSpot, 12/01/22
  • Community Management, LOGROS, 12/01/19

Languages

Spanish
Native or Bilingual
English
Full Professional
French
Elementary

Timeline

Customer Support Specialist

MBitcasino
05.2023 - Current

Customer Relations Manager

Leap R&D Corp.
07.2022 - 09.2022

Marketing Associate

Paronubi
02.2022 - 07.2022

Insurance Authorization Specialist

PracticeMed Solutions
07.2021 - 02.2022

Servimulti C.A
02.2018 - 09.2018

Performing Arts Technician -

Lia Bermudez Art's Center

N.H.S. Hugo Rafael Chavez Frias

Graphic Design -

LUZ

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Fernando Huerta