Freddy Estapé

Trilingual Customer Service Representative with 2+ years of experience in high-volume call centers providing technical support and customer service for leading companies. Fluent in Spanish, English (B2), and Italian (B2). Proven expertise in CRM systems, ticketing platforms, problem resolution, and multi-channel customer support through phone, chat, and email.

Advisor I - Customer Service for Accredo - CONCENTRIX

(2025-09 - 2025-12)

• Handled inbound and outbound calls assisting patients with scheduling and coordinating specialty medication deliveries.
• Routed patient inquiries to pharmacists or nurses when clinical support was required.
• Resolved delivery issues and complaints, including delayed or damaged medications.
• Verified patient information and ensured accurate medication shipment coordination.

Customer Service Representative - ALMACONTACT

(2024-02 - 2025-03)

• Provided customer support via phone, live chat, and email for GOL Airlines passengers.
• Utilized Sabre system to quote fares, issue tickets, assign seats, and process flight changes and refunds.
• Managed lost baggage inquiries, special services requests (pets, unaccompanied minors, excess baggage).
• Handled formal complaints with professionalism ensuring customer satisfaction.
• Coordinated with travel agencies and internal operations teams.
• Maintained complete case documentation and traceability in Zendesk ticketing system.
• Supported high-volume customer inquiries while meeting service level agreements.

Technical Service Advisor - TELEPERFORMANCE

(2022-07 - 2023-03)

• Delivered technical support for Apple products (iPhone, iPad, Apple Watch, Mac) via phone and chat.
• Resolved software-related issues and guided customers through troubleshooting procedures.
• Processed App Store refunds, returns, and managed Apple ID recovery cases.
• Utilized Apple's internal case management system for comprehensive issue tracking.
• Documented all customer interactions and resolutions using CRM tools.
• Escalated complex technical issues to specialized departments when required.
• Maintained service quality standards and adherence to company policies.

Music Education Degree - Music Education - Universidad Pedagógica Libertador (2005)

High School Diploma - Basic Sciences and Technology - U.N.E "Gustavo Herrera" (1998)