Fernando Ulloa

Customer-focused professional with 7+ years of experience in customer service, order and payment follow-up, and B2C/B2B account support in international, multicultural environments. Trusted point of contact for VIP customers and e-commerce clients, handling the full order journey from enquiry and order entry through payment verification, shipment tracking, claims and returns. Experienced in analysing CSAT and quality data, running root-cause reviews of failed orders, and turning the voice of the customer into concrete process improvements.

Fluent in Spanish, English and French; proactive, highly organised and quick to learn new systems and tools.

Customer Service Ambassador at CPM International Contact Centre (2021-07 – Present)

Clients: Harley-Davidson & Harley Owners Group (H.O.G.)

• Primary point of contact for VIP members and e-commerce customers across calls, e-mail and chat, owning each case end-to-end until full resolution.
• Manage the complete order cycle on HarleyDavidson.com: order status updates, payment verification, shipment tracking, delivery incidents, returns and claims.
• Investigate failed payments and delayed shipments with logistics and finance stakeholders, applying root-cause analysis to prevent repeat order failures.
• Analyse CSAT and quality data, report recurring issues and improvement recommendations to team management, supporting continuous-improvement initiatives.
• Advise H.O.G. members on membership, benefits and event logistics, safeguarding a premium experience for a strategic client account.
• Train and onboard new agents to production standard, including process documentation and knowledge-base updates.

Customer Service Representative at PM Connect (CPM International) (2021-07 – 2021-12)

• Handled B2C subscription enquiries, billing questions and escalations by phone and e-mail, de-escalating complex and sensitive customer situations.
• Investigated payment and subscription activity discrepancies, coordinating corrective actions with internal teams.
• Monitored quality and CSAT metrics and contributed insights to service improvement; supported training of new agents.

Sales & Marketing Representative at Almacenes Montero (2014-05 – 2015-09)

Industrial & culinary equipment

• Managed a B2B/B2C client portfolio: quotations, order follow-up, payment tracking and after-sales support with buying managers.
• Coordinated product availability and deliveries with internal stakeholders, keeping customers informed at every step.
• Represented the company at culinary trade shows and conferences, building long-term commercial relationships.

Earlier customer-facing roles at Brotcorp Bakery, Mario's Tacos and Burgers, En la Boca del Lobo, Luiggi's Bistro (2008 – 2015)

Brotcorp Bakery (Customer Service & Cashier), Mario's Tacos and Burgers (Houston, USA), En la Boca del Lobo, Luiggi's Bistro

• Built a service foundation in fast-paced, high-volume environments: direct customer contact, payment handling, teamwork under pressure and attention to detail.

Bachelor's degree in Culinary Arts & Food Service Management – Universidad Internacional del Ecuador (2007 – 2014)

Fine Arts programme – Barcelona Academy of Art (2016 – 2016)

Bachelor of Applied Science – Liceo Martín Heidegger (2002 – 2007)

French bilingual schooling – Lycée La Condamine (1991 – 2002)