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Jose Fuentes

Customer Service Representative

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Intro
El Salvador
Studied at Itca Fepade
Studied at Instituto Nacional Canton Lourdes
Joined March 18, 2025

Skills

Languages

English
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Fluent
Spanish
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Native or Bilingual
About
I have experience in customer service and training, mainly in call centers and the travel industry. I like fast-paced environments where I can solve problems and help both customers and teammates. I’m always interested in learning new tools and figuring out ways to improve processes.
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Experience
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Blackhawk Network (Temporary contract)
Nov 2024 – Feb 2025
El Salavdor
Customer service representative
Managed inquiries for bulk gift card orders in a business-to-business setting. Provided clear and concise enrollment instructions to clients. Assisted clients in navigating self-help options and our website during calls. Monitored order status throughout the process and escalated issues such as delays, product concerns, incorrect addresses, lost/stolen cards, and activation problems. Handled the front desk line to ensure clients interacted with a live representative and were efficiently routed to the appropriate department within Blackhawk Network.
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Blackhawk Network
Nov 2024 – Feb 2025
El Salavdor
Customer service representative
Managed inquiries for bulk gift card orders in a business-to-business setting. Provided clear and concise enrollment instructions to clients. Assisted clients in navigating self-help options and our website during calls. Monitored order status throughout the process and escalated issues such as delays, product concerns, incorrect addresses, lost/stolen cards, and activation problems. Handled the front desk line to ensure clients interacted with a live representative and were efficiently routed to the appropriate department within Blackhawk Network.
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GovAssist
Dec 2023 – Sep 2024
Remote
Training Specialist
Trained new hires, introducing them to the company's products and tools, and ensuring they clearly understood the systems used and workflows. Work with training materials and make sure they're suitable for different types of learners, ensuring everyone can get the most out of the training period. Stay informed about the latest updates on products and tools, and create documents for agents to access whenever they need to verify information easily. Overseeing a team of legal assistants orsupportstaff, ensuring they perform their duties effectively. Monitoring and evaluating staff performance, providing feedback, andmanaging any issuesthat arise.
User avatar
GovAssist
Dec 2023 – Sep 2024
Remote
Training Specialist
Trained new hires, introducing them to the company's products and tools, and ensuring they clearly understood the systems used and workflows. Work with training materials and make sure they're suitable for different types of learners, ensuring everyone can get the most out of the training period. Stay informed about the latest updates on products and tools, and create documents for agents to access whenever they need to verify information easily. Overseeing a team of legal assistants orsupportstaff, ensuring they perform their duties effectively. Monitoring and evaluating staff performance, providing feedback, andmanaging any issuesthat arise.
User avatar
GovAssist
Feb 2023 – Dec 2023
Remote
Customer service representative
Processed customer applications for various travel documents, including visas, U.S. passports, and Electronic Travel Authorizations (ETAs) for Canada, India, and New Zealand. Provided multi-channel customer support via phone, email, and live chat, ensuring a seamless application experience. Get in touch with embassies in various countries to assist clients with inquiries, updates, and ongoing application processes.
User avatar
GovAssist
Feb 2023 – Dec 2023
Remote
Customer service representative
Processed customer applications for various travel documents, including visas, U.S. passports, and Electronic Travel Authorizations (ETAs) for Canada, India, and New Zealand. Provided multi-channel customer support via phone, email, and live chat, ensuring a seamless application experience. Get in touch with embassies in various countries to assist clients with inquiries, updates, and ongoing application processes.
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TELEPERFORMANCE
Feb 2019 – Feb 2023
El Salavdor
Customer service representative and tech support
Managed customer calls regarding services, billing issues, malfunctions, and replacements. Schedule technician visits for residential customers requiring on-site service support. Assisted customers with TV services and features, phone services and features, internet services, and navigating the customer app to manage their accounts.
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TELEPERFORMANCE
Feb 2019 – Feb 2023
El Salavdor
Customer service representative and tech support
Managed customer calls regarding services, billing issues, malfunctions, and replacements. Schedule technician visits for residential customers requiring on-site service support. Assisted customers with TV services and features, phone services and features, internet services, and navigating the customer app to manage their accounts.
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Focus El Salvador
Oct 2016 – Dec 2018
El Salvador
Customer service representative
Handled customer inquiries about cellphone products, top-ups, billing, ticket creation for portins/port-outs, and replacements. Assisted new customers with account creation and enrollment processes. Performed back-office duties, contacting customers via email and phone to gather information for new accounts.
Education
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Itca Fepade
Jan 2014 – Oct 2016
. Advanced English course.
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Instituto Nacional Canton Lourdes
Jan 2009 – Dec 2011
High school
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