Carlos Ferrer

Carlos Ferrer is a seasoned customer care and support professional with extensive experience in various roles that emphasize customer satisfaction and team leadership. Currently a Customer Care Specialist at Remote since July 2021, Carlos has maintained a customer satisfaction rate exceeding 92% while resolving 50-70 inquiries weekly, contributing significantly to the team’s evolution from a startup to a multi-product organization. Previously, as a Customer Support Team Lead at Hootsuite from April 2017 to April 2021, Carlos was instrumental in establishing the Customer Support team in Mexico, developing local practices and processes, and overseeing the hiring and training of support agents. Additionally, Carlos has experience as a Technical Writer and Translator at IBM, where responsibilities included providing translation services for technical topics, and as a Marketing Assistant at Barceló Hotels & Resorts, where interim leadership was undertaken during a transitional period. Carlos holds a Bachelor of Engineering in Computer/Information Technology Administration and Management from Universidad de Guanajuato.