I am a bilingual professional with more than 7 years of experience in customer support, community management, and social media. I have worked across B2B and B2C environments, supporting high-volume operations while maintaining strong customer satisfaction.
I have managed up to 300 support tickets per day across channels such as Zendesk, email, chat, Discord, Telegram, Instagram, and Facebook. My background includes building efficient support workflows, creating knowledge bases, and improving customer experience processes.
I have also led online communities and helped grow engagement through moderation, retention strategies, and direct customer interaction. In one role, I supported the growth of a community from 0 to 45,000 members in six months.
My experience includes coordinating support operations end to end, resolving conflicts, monitoring satisfaction metrics, and implementing continuous improvements based on customer feedback. I am comfortable working in remote environments and collaborating with cross-functional teams.
I bring strong communication skills in English and Spanish, along with a customer-first mindset and a practical approach to problem solving. I also have experience in copywriting, community marketing, and event support for large-scale brand activations.
I am looking for opportunities where I can apply my expertise in customer support, community management, and social media to help teams improve service quality, engagement, and retention.
Managed community relationships, customer support, moderation, and engagement strategies. Handled 300 daily tickets on Discord and Telegram, grew the community from 0 to 45,000 members in 6 months, created support processes and a knowledge base, and monitored satisfaction metrics to drive continuous improvements.
Acted as interim head of customer support, managing end-to-end B2B and B2C service operations. Handled an average of 250 daily tickets across Zendesk, email, Instagram, Facebook, Telegram, and Discord. Built support workflows, improved first-contact resolution, managed organic communities including Redragon, and organized large events such as Brasil Game Show.
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