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    "name": "Bryan Vladimir Sideos Ramirez",
    "label": "Customer Care Specialist",
    "email": "vladimirby330@gmail.com",
    "summary": "Customer Care Specialist with 5+ years of experience in B2B and B2C customer support across fintech, SaaS, ticketing, financial services, and property technology. Experienced with Zendesk, Salesforce, Genesys, Microsoft 365, and CRM platforms. Proven ability to manage high-volume interactions, resolve complex customer issues, negotiate with business clients, and deliver outstanding customer experiences.",
    "location": "Lourdes Colon, La Libertad"
  },
  "work": [
    {
      "company": "Comdata",
      "position": "Customer Service Representative",
      "location": "Zaragoza, La Libertad",
      "startDate": "2021-02",
      "endDate": "2021-12",
      "highlights": [
        "Delivered internet and cable customer support, handling approximately 70 calls per day",
        "Utilized CRM systems to accurately document and maintain customer profiles",
        "Leveraged Cisco tools to categorize customer concerns and ensure accurate resolution tracking",
        "Followed SOPs in the Atlassian system to take appropriate action in each scenario",
        "Applied product knowledge and technical tools to efficiently troubleshoot and resolve customer issues"
      ]
    },
    {
      "company": "Ria Financial",
      "position": "Customer Service Representative",
      "location": "Merliot La",
      "startDate": "2024-03",
      "endDate": "2024-12",
      "highlights": [
        "Provided chat and phone support for international money transfers, KYC compliance, fraud prevention, Portuguese follow-ups, and omnichannel customer service using Genesys"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Customer Service Representative",
      "startDate": "2025-01",
      "endDate": "2025-08",
      "highlights": [
        "Supported B2B organizations using an online ticketing platform",
        "Managed Salesforce cases, event setup, Stripe verification, tax compliance, contract negotiations, venue mapping, Microsoft 365 sales initiatives, and customer success"
      ]
    },
    {
      "company": "GetFlex",
      "position": "Customer Care Specialist",
      "startDate": "2025-11",
      "endDate": "2026-06",
      "highlights": [
        "Assisted customers via Zendesk email support regarding rent installment plans",
        "Managed high interaction volumes during payment weeks while meeting quality standards",
        "Investigated payment and account issues and coordinated with internal teams for resolution",
        "Maintained accurate CRM documentation and provided timely customer communication"
      ]
    }
  ],
  "education": [
    {
      "institution": "Colegio Arce Jeriel",
      "degree": "High School Diploma",
      "endDate": "2020"
    }
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  "skills": [
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    "Customer Success",
    "Zendesk",
    "Salesforce",
    "Genesys",
    "CRM",
    "Microsoft 365",
    "Excel",
    "Outlook",
    "B2B Sales",
    "B2C Sales",
    "Contract Negotiation"
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  "languages": [
    {
      "language": "Spanish",
      "fluency": "Native"
    },
    {
      "language": "English",
      "fluency": "Intermediate"
    }
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  "certificates": [
    {
      "name": "Microsoft MS-900 Certified"
    }
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    "seniority": "entry",
    "highestEducation": "Diploma"
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