Summary
Overview
Work History
Education
Skills
References
Work Availability
Certification
Work Preference
Software
Languages
Timeline
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Mauricio Calderon

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

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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 Work

Work Location

Remote

Important To Me

Work-life balanceWork from home optionCareer advancement

Software

Zendesk

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
Mauricio CalderonCustomer Care Specialist