Mathieu Fromont Estrada

My work experience started back in 2021 when I became a customer service agent at Sykes. I deeply enjoyed my position back then but I wanted something more for my career.

My second job was also as a CSR but I quickly moved up to become a supervisor for the account; position that allowed me to improve my technical skills and critical thinking due to the high expectation that we had in regards of our metrics and efficiency of the calls.

I am passionate about tech industries and i am currently looking to get some certifications on project managment and data analysis. I am also bilingual (spanish and english), have experience with tools such as Excel, SalesForce and Taleo.

• Supervisor, Sykes – SimpliSafe (July 2021 – August 2022)

Subject matter expert, in charge of assisting around 245 agents with inquiries about billing, claims, discounts, benefits, technical issues, orders and escalations to supervisors. Experience in data entry in a fast-paced environment of taking phone calls and chats. At the same time, I facilitated and participated in the creation of new data entry methods for the optimization of agent performance analysis and for the simplification of customer order processing.

• Customer Service Representative, Sykes – Verizon (August 2020 – June 2021)

Call taking, customer service assistant. that it was focused on business accounts. I made basic technical support and helped customers with bills and plan inquiries and even helped them with the purchase of new equipment if needed. Review of fraudulent transactions with clients, creation of reports, cancelation of fraudulent/compromised accounts and expedite new cards for these compromised accounts. Ability to deescalate sensitive situations. 

• Business Administration at the Universidad de Costa Rica: from 2018 to this date
• Culinary Trainer School: Professional Chef Title (2022)
• Colegio María Inmaculada de Moravia: High School diploma (2017)