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adrixnlpz

Adrian Lopez

@adrixnlpz

Customer Success Specialist

Guatemala
English, Spanish
About me
Behind every churning customer is a gap in support. I close it — in English and in Spanish. 6+ years with Apple Support, CDK Global, and Gusto. HubSpot CRM certified. 95–97% FCR. 9–10/10 CSAT. Managed 60+ SMB accounts, 400–500 cases/month, and kept clients running through a ransomware crisis affecting 15,000 dealerships. Services: bilingual CS, virtual assistance, CRM ops, inbox & calendar management, onboarding coordination, Spanish-market support. CST timezone. Fast turnaround. Zero handholding needed.... Read more

Skills

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adrixnlpz
Adrian Lopez
Offline • 
Average response time: 107 hours

See my services

General Assistance
I will be your bilingual virtual assistant and customer support specialist
From$15 / projectMore details

Work experience

Teleperformance

Customer Success Specialist

Teleperformance • Full-time

Feb 2025 - Nov 2025 • 9 mos

Managed 60+ Premium SMB accounts for Gusto (HR/payroll SaaS) and handled 50+ daily interactions for Cox Communications. Delivered bilingual (EN/ES) support, conducted onboarding calls, and resolved issues at 67% faster than team average — 10 min vs. 30 min. Maintained 95–97% FCR and 9–10/10 CSAT across 400–500 monthly cases.

Genpact

Customer Success Specialist

Genpact • Full-time

Jul 2023 - Feb 2025 • 1 yr 7 mos

Provided remote enterprise support for CDK Global's automotive DMS platform, managing 15–20 dealership accounts daily. Achieved 85% FCR on complex network and system cases. Navigated the June 2024 ransomware crisis affecting 15,000 dealerships and $944M+ in industry losses — maintained full service continuity for all assigned accounts.

TELUS_International

Tier-2 Senior Technical Advisor - Apple Support

TELUS International • Full-time

Nov 2021 - Mar 2023 • 1 yr 4 mos

Promoted to Tier-2 Senior Advisor within 10 months. Handled 20 cases/day at Apple Support (Alpine Program), achieving top performer status 3 consecutive months and multiple Employee of the Month awards. Trained 20+ advisors. Reduced onboarding time 33% through documentation improvements. 100% billing accuracy.