Kmilo Giraldo Torres

Customer Support and Succes Specialist | B2B SaaS profesional | Associate Product Support Analyst

Open to offers · Member since 9 Jul 2026

Message

Location: Cali, Colombia

Desired salary: 1800–2200 USD/monthly

Work preference: Remote Only / Full Time, Part Time, Freelance

Experience level: Mid

About

Professional summary

Customer Experience professional with a passion for supporting, helping and educating. Strong communication skills, enjoys providing people with the necessary tools to achieve their goals, values team collaboration, and strives for high standards in every task.

Skills

15 capabilities

Experience

Career history

Customer Experience Specialist / Performing Arts Student COMPANY GO CART KIDS

Oct 2022 – Jan 2023

Customer experience and support role, sales representative.

Customer Support Representative ALLIANCE TECH GROUP

Mar 2024 – Jun 2024

Provided comprehensive assistance to customers via inbound calls, addressed billing inquiries, supported technical issues, and assisted with platform management questions and requests.

Customer Experience Specialist ELLUCIAN

Aug 2024 – Dec 2025

Supported university clients via email and follow-ups, performed initial troubleshooting for Ellucian and ServiceNow issues in Spanish and English, managed Salesforce cases, account activations, deactivations, and access updates, and advised on account details, licensing, and product access.

Associate Product Support Analyst ELLUCIAN

Jan 2026 – Jun 2026

Investigated issues across Banner, Experience, Cloud, DataConnect, and Ethos Integration, reproduced technical errors to identify root causes, used APIs, logs, and HAR files to troubleshoot issues, and partnered with developers and product specialists on escalations.