EDGARDO CORSINO CAÑAS JR.

Delivered fast, friendly support to Spotify users across chat, email, and social media. Resolved issues with accounts, subscriptions, payments, and app features using tools like Zendesk. Maintained high satisfaction scores through empathetic communication, clear troubleshooting, and proactive problem-solving. Flagged recurring issues to product teams and helped improve the overall user experience.

Delivered customer support for diverse e-commerce brands, from firearm accessories to dog crates and pet gear. Handled inquiries via email, chat, and social media using Zendesk and Gorgias. Managed orders, returns, and product questions through Shopify and provided accurate, brand-aligned responses tailored to each client's voice. Resolved escalations efficiently while maintaining high CSAT scores and contributing to improved customer retention.

Generated leads for custom website development through targeted email campaigns and strategic follow-ups. Conducted market research to identify potential clients and nurtured relationships via email to move prospects through the sales funnel, contributing to business growth.

Engaged with small business owners and entrepreneurs to identify needs and recommend the right QuickBooks solutions. Handled high volumes of inbound calls and chats, converting qualified leads into paying customers through consultative selling. Maintained detailed records in Salesforce and consistently exceeded lead conversion and sales targets. Built strong customer trust through product knowledge, active listening, and personalized guidance.

Provided timely and professional support via phone, chat, and email for Amazon customers regarding orders, returns, payments, and account issues. Resolved problems efficiently while maintaining a high CSAT score and adhering to strict service-level agreements. Used internal tools to track orders, process refunds, and escalate complex cases, ensuring a smooth and satisfying customer experience.