Felipe Alvarez
Florianópolis,,Brazil
Summary
Customer Support, Technical Support & Sales Specialist with over 8 years of experience across the technology, education, and financial services industries. Proven track record delivering high-quality multilingual support in English, Spanish, and Portuguese, driving customer retention, revenue growth, and enterprise-level case resolution. Experience leading AI training and quality assurance operations contributing to the development of Google’s Gemini large language model. Strong background in CRM systems, including Salesforce, Microsoft Dynamics, and HubSpot. Recognized for analytical thinking, operational leadership, attention to detail, and measurable impact on customer satisfaction, sales performance, and data quality.
Overview
10
10
years of professional experience
Work History
AI Training & Quality Assurance Specialist
Critical River
Remote
09.2025 - 02.2026
- Led multilingual Spanish and Portuguese AI training operations for enterprise-level projects, contributing directly to the development and optimization of Google’s large language model Gemini.
- Acted as the primary quality assurance reference for conversational simulations, ensuring strict compliance with structured training protocols and reducing data inconsistencies across datasets.
- Coordinated participant workflows, managed session logistics, and supervised interaction accuracy across multiple contributors in fast-paced remote environments.
- Designed and maintained structured performance tracking systems in Google Sheets to monitor quality metrics, delivery timelines, and operational efficiency.
Sales & Customer Service Specialist
eTeacher
Remote
10.2024 - 08.2025
- Managed 500+ student cases with a peak success rate of 91%.
- Facilitated financial transactions totaling USD 61,196, maintaining proper documentation.
- Managed cancellation requests from students enrolled in biblical studies courses.
- Handled monthly follow-up calls to collect tuition fees, prioritizing full balance payments.
- Delivered multilingual customer support (EN/ES/PT) for administrative operations.
- Processed cases through company CRMs, ensuring accurate documentation.
Sales Account Manager
XM
Montevideo
03.2024 - 09.2024
- Generated USD 100,000+ in monthly deposits and exceeded activation goals by 115%.
- Contacted new and existing clients to advise on financial products.
- Used consultative sales techniques to increase activations and retention.
- Worked with KPIs focused on deposits, activation rates, outreach volume.
Senior Technical Support Specialist
Tata Consultancy Services
Montevideo
02.2023 - 03.2024
- Improved First Contact Resolution metrics and authored knowledge articles.
- Provided technical support for Microsoft Power Apps and Power Automate.
- Resolved complex technical cases and ensured smooth customer experience.
- Managed tickets and case data using Microsoft Dynamics CRM.
- Collaborated cross-functionally to resolve high-impact issues.
Technical Support Specialist
Sabre Corporation
Montevideo
03.2016 - 11.2022
- Onboarded 3 new team members in one month and improved team KPIs.
- Delivered second-level technical support for complex cases and high-profile clients.
- Reviewed and coached first-level agents to improve performance.
- Led onboarding and training for new hires.
- Maintained and updated internal documentation.
- Utilized Salesforce for case management, documentation, and workflow tracking.
Skills
- Microsoft Office / Google Workspace
- Salesforce / HubSpot / Dynamics 365
- Google Gemini
- Jira
Languages
- English
- Spanish
- Portuguese
Timeline
AI Training & Quality Assurance Specialist
Critical River
09.2025 - 02.2026
Sales & Customer Service Specialist
eTeacher
10.2024 - 08.2025
Sales Account Manager
XM
03.2024 - 09.2024
Senior Technical Support Specialist
Tata Consultancy Services
02.2023 - 03.2024
Technical Support Specialist
Sabre Corporation
03.2016 - 11.2022