Eduardo Mateo

Experienced support specialist with a proven track record of delivering high-quality customer service and dependable technical support in fast-paced service environments. Highly skilled in diagnosing and resolving Level II issues involving hardware, software, connectivity, and user account access. Maintains professionalism under pressure while efficiently identifying root causes and applying structured troubleshooting methods to achieve first-call resolution whenever possible.

Demonstrates a strong understanding of customer needs and expectations, enabling the delivery of tailored solutions that improve satisfaction and strengthen brand loyalty. Adaptable to new technologies and capable of working independently with minimal supervision, while continuously developing skills to stay current with evolving IT and customer service standards. Consistently recognized by managers and customers for patience, attention to detail, active listening, and a customer-focused approach.

Highly organized, with a strong commitment to accurate documentation and maintaining efficient, streamlined support processes.

Collections Specialist (2025-12 – 2026-06)

• Managed high-volume inbound and outbound calls to customers regarding past-due accounts.
• Contacted customers to collect outstanding balances while maintaining professionalism and empathy.
• Negotiated payment arrangements and settlement options based on company guidelines.
• Resolved billing disputes and investigated account discrepancies to ensure accurate balances.
• Updated customer records, payment commitments, and collection activities in CRM systems.
• Educated customers about payment options, due dates, and account status.
• Monitored delinquent accounts and followed up on broken payment promises.

Customer Service (Credit Card Company) at CPI Credit First Nacional Association (2024-02 – 2025-10)

• Handled a high volume of inbound and outbound customer calls in a fast-paced environment.
• Provided empathetic, patient, and solution-oriented support while consistently meeting service quality standards.
• Addressed billing questions, account concerns, product inquiries, and a wide range of customer needs.
• Established strong customer relationships to increase retention and minimize churn.

IT Technical Support for Wendy's franchise at Solugenix (2022-10 – 2023-11)

• Delivered Tier 1 technical support to end users in both corporate and customer-facing settings.
• Conducted preliminary diagnostics and troubleshooting for desktop and laptop hardware, operating systems, and peripheral devices.
• Assisted users with Office 365 applications, email platforms, password resets, account access issues, and software deployments.
• Resolved basic networking problems, including Wi-Fi connectivity, VPN login issues, and IP address conflicts.
• Proficient in using ticketing and incident management tools such as ServiceNow, Freshdesk, Jira, and Zendesk.
• Provided remote technical assistance through remote desktop access, screen-sharing solutions, and mobile device support.
• Accurately documented troubleshooting steps and resolutions to ensure a well-maintained and reliable knowledge base.

Appointment Setter at Corvision (2021-11 – 2022-05)

• Reached out to high volumes of prospective clients each day via phone calls, emails, SMS, and CRM platforms to set qualified sales meetings.
• Built rapport with leads through active listening and persuasive messaging to assess needs and uncover sales opportunities.
• Consistently met a weekly target of 25 scheduled appointments, contributing to improved conversion rates.
• Conducted timely follow-ups, nurtured both cold and warm leads, and accurately logged all activities in CRM systems such as HubSpot, Salesforce, and GoHighLevel.
• Worked closely with the sales team to ensure smooth lead handoffs and prepare prospects for successful closings.
• Addressed objections confidently while presenting product details to strengthen trust and engagement.
• Oversaw sales pipelines, tracked key performance indicators, and refined outreach strategies to increase contact and booking success.
• Delivered high-quality customer service focused on empathy, clear communication, and operational efficiency.

Clients Qualifiers at Anvil Legal Group (2021-01 – 2021-10)

• Evaluated inbound and outbound leads to assess eligibility based on established company guidelines.
• Led discovery conversations to identify client objectives and align them with suitable service offerings.
• Used targeted qualifying questions to uncover decision-makers, timelines, challenges, and overall fit.
• Kept detailed and up-to-date records of all lead activities, statuses, and follow-ups within CRM systems such as HubSpot, Salesforce, and GoHighLevel.
• Transferred qualified opportunities to the sales team, ensuring a seamless and professional transition.
• Nurtured warm prospects through calls, emails, SMS, and automated campaigns to improve conversion outcomes.
• Consistently achieved or exceeded weekly performance metrics, including lead qualification, conversion rates, and response-time standards.

Collector at Flagship Credit Acceptance (2017-01 – 2020-11)

• Reached out to customers daily via phone, email, and messaging platforms to address overdue balances.
• Arranged and negotiated payment plans, settlements, and repayment options while demonstrating professionalism and empathy.
• Analyzed account records to confirm balances, resolve discrepancies, and maintain accurate documentation.
• Provided clear guidance on billing processes, payment deadlines, and available payment methods.
• Consistently achieved or exceeded monthly collection goals by managing a high-volume portfolio of delinquent accounts.
• Maintained up-to-date records in CRM and billing systems, documenting all interactions, agreements, and follow-up steps.
• Worked closely with billing and customer service teams to resolve disputes and expedite payments.
• Adhered strictly to FDCPA regulations and internal policies throughout all collection activities.

Customer Service Representative at Sprint Corporations (Xerox Enterprise) (2013-02 – 2016-11)

• Delivered exceptional customer support through phone, email, and live chat, addressing inquiries clearly and professionally.
• Managed a high volume of customer interactions while maintaining accuracy, empathy, and effective problem-solving abilities.
• Resolved billing concerns, account-related issues, and service requests by researching details and adhering to company guidelines.
• Accurately recorded all customer communications in CRM platforms such as Salesforce, Zendesk, and Freshdesk.
• Partnered with internal teams to handle escalated or complex cases and ensure prompt resolution and follow-up.
• Consistently met or surpassed key performance metrics, including response time, customer satisfaction, and first-contact resolution.
• Guided customers on products, services, policies, and troubleshooting procedures to minimize repeat contacts and enhance overall satisfaction.

High School Diploma – Emilio Prud'Homme High School (2003)