Marcos Santibáñez Moreno

Customer support and virtual assistance professional with 6+ years of remote and in-person experience across high-volume service environments. Proven track record managing 350+ monthly requests via email, and digital channels — consistently meeting SLA targets and achieving first-contact resolution (FCR). At Municipalidad de Recoleta, I designed and implemented a ticket routing system that reduced resolution times and improved case traceability. At ADT/TYCO Security, I handled Tier 1 technical support for alarm systems, documenting 100% of interactions and coordinating with emergency services in real time. As an online tutor on Preply, I managed a 100% remote schedule across time zones, maintaining a 4.8/5 student satisfaction rating. I'm comfortable with CRM systems, ticketing platforms, Google Workspace, Zoom, and LMS tools. I work autonomously, communicate clearly in Spanish and English (B1 functional level), and am experienced in multichannel support: phone, email, chat, and web portals. Based in Santiago, Chile (UTC-3). Full overlap with US East Coast business hours available. Immediate start. Open to full-time, part-time, or contract remote roles in customer support, virtual assistance, or remote admin.