Samuel Alexander Torres Diaz
Operations Support Specialist
Ciudad Marsella
Summary
I am a highly motivated individual with a strong desire to learn and grow both personally and professionally. I thrive on challenges and actively seek opportunities to further my development. I am now seeking a place where I can contribute my skills and passion for growth in a dynamic environment.
Overview
6
6
years of professional experience
38
38
years of post-secondary education
2
2
Languages
Work History
Frontier Airlines Customer Relations Advocate
WebHelp
01.2023 - 05.2025
- Managed high-stress customer escalations through de-escalation techniques, conflict resolution strategies, and policy-based solutions, helping protect the airline's reputation and reduce risk of legal action.
- Provided multi-channel support including live chat, email correspondence, and outbound phone calls, delivering empathetic and solutions-focused assistance to customers.
- Responded to formal complaints submitted through the U.S. Department of Transportation (DOT), ensuring timely and compliant resolutions aligned with federal aviation guidelines.
- Investigated and resolved Better Business Bureau (BBB) complaints with professionalism and care, maintaining customer satisfaction and regulatory compliance.
Cash App Customer Operations Team
Getcom International
09.2020 - 12.2022
- Delivered high-quality support to a diverse customer base by addressing inquiries, resolving issues, and guiding users through platform features with clarity and empathy.
- Identified and mitigated risks by detecting suspicious activity, escalating fraud-related concerns, and applying compliance protocols to protect customers and the company from financial threats.
Toro Taxes Business Tech Support Representative
Indigo El Salvador
10.2019 - 05.2020
- Acted as a liaison between tax offices and software vendors to escalate unresolved issues, monitor ticket progress, and ensure timely resolutions during peak tax seasons.
- Provided technical and operational support to affiliate tax preparers across the U.S., assisting with both individual and business tax services to ensure smooth day-to-day operations.
- Supported software setup, configuration, and troubleshooting from the ground up, including installation, login issues, e-filing errors, data syncing, and system compatibility.
Education
High School Diploma -
Colegio Militar General Tomas Regalado
05.2001 - 01.2015
No Degree - Ingeniera Industrial (Paused)
Universidad Francisco Gavidia
05.2001 - Current
Skills
- Strong interpersonal communication
- Effective organizational skills
- Commitment to accountability
- Team-oriented and self-sufficient
- Adept at using computer systems
- Analytical reasoning
- Creative and critical thinking
Timeline
Frontier Airlines Customer Relations Advocate
WebHelp
01.2023 - 05.2025
Cash App Customer Operations Team
Getcom International
09.2020 - 12.2022
Toro Taxes Business Tech Support Representative
Indigo El Salvador
10.2019 - 05.2020
High School Diploma -
Colegio Militar General Tomas Regalado
05.2001 - 01.2015
No Degree - Ingeniera Industrial (Paused)
Universidad Francisco Gavidia
05.2001 - Current
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