Herberth Chavez
Customer Service Specialist & Technical Support Specialist
San Salvador
Summary
Highly organized and resilient bilingual professional with 8+ years of experience in Technical Support and Logistics Management for the U.S. market. Proven track record of maintaining 100% on-time performance metrics in high-pressure medical environments. Expert in Remote Operations, conflict resolution, and de-escalating tense situations with a solution-oriented mindset. Psychology background enhances communication and crisis management skills. Lead logistics for specialized medical transport for patients with disabilities across the U.S. Achieved and maintained 100% on-time performance for critical health appointments. Manage real-time troubleshooting and proactive scheduling to ensure patient safety and satisfaction. Utilize advanced organizational skills to coordinate multiple drivers and hospital agendas simultaneously.
Overview
9
9
years of professional experience
1
1
Language
Work History
Customer Service Specialist
The Office Gurus
12.2019 - Current
- Choice Home Warranty Account (2019-2020)
- Coordinated home insurance claims and scheduled technician inspections, optimizing service delivery.
- Maintained high Customer Satisfaction levels by resolving complex escalations and policy-related disputes with difficult clients.
- UZURV Account (2020-Present)
- Lead the end-to-end Logistics Management for specialized medical transport for patients with physical and mental disabilities across the U.S.
- Ensure 100% punctuality for critical health appointments through meticulous Time Management and real-time coordination.
- Manage sensitive patient data under strict confidentiality standards, ensuring a seamless experience for users with special needs.
- Expertly handle crisis management and troubleshooting for logistics delays in high-pressure scenarios.
Tech Support & Chat Specialist (DTV NOW / Cricket)
Teleperformance
03.2017 - 11.2019
- Provided real-time technical troubleshooting and account management via chat and voice.
- Exceeded performance metrics for resolution speed and quality of service in Remote Operations.
Customer Care & Tech Support (AT&T / Proctor U)
Fusion BPO
02.2017 - 03.2017
- Delivered first-line technical support for telecommunications and online proctoring platforms.
Education
Bachelor’s Degree - Psychology
Universidad Centroamericana José Simeón Cañas (UCA)
San Salvador, El Salvador11-2015
Skills
Remote Operations and Time Management
Highly Organized: Expert in Time Management, multitasking, and high-precision scheduling
Manage high-pressure situations
Customer Satisfaction: Skilled in de-escalating tense situations and providing empathetic support to patients and clients
TECHNICAL SETUP & CONNECTIVITY
- Hardware: Dell Latitude 5431 (Business Class) | 12th Gen Intel Core i5-1250P.
- Memory & OS: 8GB DDR5 RAM | Windows 11 Pro (Enterprise-grade security).
- Internet: 220 Mbps Fiber Optic | Hardwired via Ethernet for maximum stability.
- Reliability: UPS Battery Backup for 100% uptime during power dips
- Peripherals: Professional USB Noise-Canceling Headset | HD Webcam.
- BACK UP PLAN
- Internet Backup: I have a secondary mobile data plan as a backup in case of a provider outage.
- Power Backup: I use a UPS that keeps my equipment running for up to 2 hours during power dips.
Timeline
Customer Service Specialist
The Office Gurus
12.2019 - Current
Tech Support & Chat Specialist (DTV NOW / Cricket)
Teleperformance
03.2017 - 11.2019
Customer Care & Tech Support (AT&T / Proctor U)
Fusion BPO
02.2017 - 03.2017
Bachelor’s Degree - Psychology
Universidad Centroamericana José Simeón Cañas (UCA)