Gabriel Calderon Jimenez

Customer Experience Specialist with 3+ years of experience supporting customers across financial services, telecommunications, and technology industries. Experienced in delivering high-quality support through chat, email, and phone while resolving technical issues, managing customer accounts, and ensuring compliance with company policies. Proficient in Salesforce CRM, technical troubleshooting, and cross-functional collaboration, with proven experience as a Subject Matter Expert (SME) supporting team performance.

Recognized for strong communication, attention to detail, and a customer-first mindset in fast-paced, KPI-driven environments.

Marketing Demand Representative at TD Synnex (2025-08 – 2026-05)

• Contacted U.S. resellers and business partners on behalf of Dell, HP, Intel, Lenovo, Microsoft and other leading technology vendors to promote programs, webinars, and marketing initiatives.
• Built and maintained relationships with channel partners, identifying opportunities to increase participation in vendor campaigns.
• Managed customer interactions, tracked follow-ups, and maintained accurate records using Salesforce CRM.
• Created and maintained performance reports using Microsoft Excel, Word, and Outlook.
• Collaborated with internal vendor teams to ensure timely follow-up and successful execution of marketing initiatives.
• Worked in a KPI-driven environment, managing 120+ outbound interactions daily while maintaining data accuracy and meeting quarterly SMART goals.

Customer Service Representative (SME) at Foundever (2022-11 – 2025-07)

Accounts Supported: Cash App (Banking Services) & Verizon Visible (Telecommunications)

• Provided customer support through chat and email for banking and telecommunications services in high-volume environments.
• Assisted customers with account management, billing inquiries, plan changes, cancellations, and service-related requests.
• Performed technical troubleshooting for mobile devices, network connectivity, and account-related issues, ensuring timely resolution.
• Resolved customer concerns while maintaining compliance with company policies, security procedures, and quality standards.
• Supported fellow agents as a Subject Matter Expert (SME), providing guidance on complex cases, internal processes, and best practices.
• Documented customer interactions and maintained accurate records using CRM and internal support systems.
• Consistently worked in a KPI-driven environment, meeting productivity, quality, and customer satisfaction expectations.

Technical Support Representative at Teleperformance (2022-04 – 2022-10)

• Provided technical support via phone and email for Cox Communications customers.
• Troubleshot internet, TV, and phone service issues, guiding customers through step-by-step solutions to restore service.
• Documented customer interactions accurately using internal support systems while maintaining data integrity.
• Delivered high-quality customer service in a fast-paced environment while meeting performance, quality, and productivity goals.
• Assisted customers with billing inquiries, service plans, promotions, and account-related requests.
• Assisted customers with account verification, service activation, and issue resolution while maintaining high customer satisfaction.

High School Diploma – CINDEA La Paz (2015 – 2020)

Software Engineering in Software Engineering – Universidad Nacional (2023)