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walterjalina

Walter J

@walterjalina

Bilingual Customer Service Specialist

Nicaragua
Spanish, English
About me
I am a bilingual professional with over 4 years of experience in customer service, specializing in Trust & Safety and crisis management for global ridesharing platforms. I have a solid track record of managing critical incidents and applying advanced de-escalation techniques. My goal is to transform high-tension situations into effective solutions while ensuring user safety and brand loyalty.... Read more

Skills

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walterjalina
Walter J
Offline • 
Average response time: 1 hour

See my services

Customer Support
I will manage zendesk tickets and amazon connect or flex chats
From$20 / projectMore details

Work experience

Ibex_

Trust and safety customer service agent

Ibex • Full-time

Jun 2025 - Present • 11 mos

Currently working in the Trust & Safety department for one of the largest rideshare platforms in the US and Canada. Recognized as a Top Performer in February 2026 for my outstanding metrics, I am responsible for managing critical safety cases, leveraging high emotional intelligence and advanced de-escalation skills to provide swift and effective resolutions. My role requires a strict application of the platform's Terms of Service while simultaneously driving user retention and loyalty. Additionally, I handle account compliance actions, including the review, deactivation, and reactivation of accounts to ensure a safe community environment.