Zendesk
Mauricio Calderon
Customer Care Specialist
Bucaramanga,SAN
Summary
I’m a bilingual Customer Service Expert with over 12 years of experience across various lines of business, including staff management, customer care, and teaching. I’m fluent in both English and Spanish, with certified English teaching credentials and native-level proficiency in both languages.
Over the past decade, I’ve worn multiple hats—English instructor, Social Media Manager, customer service representative, and Billing Specialist—always focused on delivering exceptional service and exceeding expectations. These roles have deepened my understanding of customer needs, cultural awareness, and the importance of clear, empathetic communication in today’s global marketplace.
Through my work in outsourcing and customer care, I’ve come to value the power of leadership, attention to detail, and the need to meet and exceed daily goals consistently. My goal now is to grow into a supervisory position where I can guide teams, drive performance, and help companies strengthen their service standards while fostering a culture of excellence.
I’m passionate about using my experience and cultural insight to help organizations grow—not just in profits, but in the quality of care they provide to their customers.
Overview
19
19
years of professional experience
2008
2008
years of post-secondary education
2
2
Languages
1
1
Certificate
Work History
T2 Billing Specialist
Fubo
06.2021 - 07.2025
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Investigated and determined if fraud claims were legitimate following company policies and act according to company's guidelines.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Contributed to positive work environment by offering support and guidance to junior billing staff.
- Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
- Responded to customer concerns and questions on daily basis.
- Collaborated with customers to resolve disputes.
Social Media Representative
Fubo
01.2021 - Current
- Managed multiple social media accounts simultaneously, maintaining consistent voice and message across platforms.
- Managed company reputation by addressing customer concerns and resolving issues in a professional manner.
- Improved customer engagement through timely responses to inquiries on various social media platforms.
Tech Support Representative
Fubo
01.2020 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Customer Service Representative
Fubo
01.2019 - Current
- Managed an average of 60 calls a day
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
English Teacher
Microlanguage
01.2018 - 01.2019
- ESL teacher.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
Online English Teacher at iTutor Group
Tutor ABC
02.2016 - 01.2019
- Boosted student confidence through tailored feedback and individualized support in areas of improvement.
- Developed strong rapport with students, fostering a positive and supportive virtual classroom environment conducive to learning.
- Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge.
- Used pre-written curriculum to teach students English via remote video conferencing.
- Incorporated diverse teaching strategies to accommodate various learning styles and engage all students in the material effectively.
Bilingual Social Media Specialist
Sutherland Global Services
01.2015 - 01.2016
- Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
- Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
Customer Service Representative
Sutherland Global Services
01.2014 - 01.2015
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Supported company growth by consistently meeting or exceeding performance metrics for email handling, first contact resolution, and customer satisfaction.
Customer Service Floor Support
Teleperformance
01.2013 - 01.2014
- Provided constructive feedback to colleagues, helping improve overall team performance while maintaining positive working relationships.
- On high volume contact days I was responsible to work as a bridge between the agents and the management team.
Customer Service Representative for Assurance Wireless
Teleperformance
01.2013 - 01.2014
- Bilingual Customer Service for US residents.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
English Teacher
Yeah! Community College
01.2012
- Monday to Friday Master classes
- Developed innovative lesson plans to engage students in English language learning.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Supported development of individualized education plans for students with special needs.
- Assisted in development of extracurricular activities and special events.
Corporate English Teacher
Raisbeck Professional English Services
01.2009 - 01.2011
- Developed innovative lesson plans to engage students in English language learning.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Supported development of individualized education plans for students with special needs.
- Assisted in development of extracurricular activities and special events.
Corporate English Teacher
First Class English
01.2007 - 01.2009
- Tailored made lessons for corporate groups.
- Prepared and implemented lesson plans covering required course topics.
- Boosted student confidence through tailored feedback and individualized support in areas of improvement.
Education
Bachelor of Science - Biology
Universidad Nacional de Colombia
TESOL Certified Teacher - Teacher Education
International Open Academy
Skills
Customer-focused complaint resolution
Active Listening
Excellent written and oral communication
Proofreading
Proficient in CRM tools
Live chat, Social Media and Phones Customer-Technical support
Critical thinking and analysis
Customer engagement
Online teaching
Business english
ESL teaching strategies
Teacher training
Customer service
First call resolution
Detail-oriented data management
Product knowledge
Empathy and patience
Technical troubleshooting
Verbal and written communication
Multitasking and organization
Email communication
Phone etiquette
Call handling
Understanding customer needs
Teamwork and collaboration
LiveChat messaging
Professionalism
Effective communication
Billing adjustments and refunds
Call management
References
Ivan Isaza, +57 3005113310
Gina Yepes, +57 3057519068
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
International Open Academy
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteImportant To Me
Work-life balanceWork from home optionCareer advancementSoftware
Salesforce
Lithium
Sprout
ChatGTP
Google Workspace
Microsoft Office
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
T2 Billing Specialist
Fubo
06.2021 - 07.2025
Social Media Representative
Fubo
01.2021 - Current
Tech Support Representative
Fubo
01.2020 - Current
Customer Service Representative
Fubo
01.2019 - Current
English Teacher
Microlanguage
01.2018 - 01.2019
International Open Academy
12-2017
Online English Teacher at iTutor Group
Tutor ABC
02.2016 - 01.2019
Bilingual Social Media Specialist
Sutherland Global Services
01.2015 - 01.2016
Customer Service Representative
Sutherland Global Services
01.2014 - 01.2015
Customer Service Floor Support
Teleperformance
01.2013 - 01.2014
Customer Service Representative for Assurance Wireless
Teleperformance
01.2013 - 01.2014
English Teacher
Yeah! Community College
01.2012
Corporate English Teacher
Raisbeck Professional English Services
01.2009 - 01.2011
Corporate English Teacher
First Class English
01.2007 - 01.2009
TESOL Certified Teacher - Teacher Education
International Open Academy
Bachelor of Science - Biology
Universidad Nacional de Colombia