Senior Customer Service Agent | Operations and Customer Experience Professional

Managed a high volume of customer inquiries through Zendesk for a premium DTC beauty brand, consistently meeting SLA targets. Resolved complex product and order disputes, strengthening brand loyalty and improving customer retention metrics.

Delivered end-to-end logistical coordination for migrant resettlement programs serving Canada, the United States, and Australia. Ensured timely processing of beneficiary documentation and travel arrangements in coordination with multiple government agencies.

Built and maintained KPI dashboards to track customer support performance across the team. Conducted CRM analysis using Zendesk data to identify service gaps and reduce resolution times. Authored operational manuals and training materials for customer support agents, improving onboarding efficiency.

Supported creators and users with U.S. payroll processing, account setup, identity verification, and platform compliance. Handled sensitive document review and personal data updates in accordance with company policy.

Delivered bilingual English-Spanish phone support to U.S. passengers on Frontier Airlines policies and travel procedures. Managed pre- and post-flight inquiries, resolving escalations efficiently to preserve customer satisfaction scores.

Assisted domestic and international passengers at check-in counters, boarding gates, and the departure lounge. Executed check-in, baggage processing, and ancillary sales, ensuring smooth and efficient boarding operations.

Prospected property owners and buyers and managed a portfolio of rental and sale listings. Drove tenant acquisition through digital advertising campaigns, achieving high visit-to-conversion rates.

Conducted field interviews with convicted minors as part of a national criminology research program. Co-authored two published books on criminal policy and gender-based violence.

Prospected mining and contractor clients and managed the commercial pipeline and bid processes. Reorganized the commercial area by introducing software-driven claim traceability, improving response time and customer satisfaction.

Managed billing, purchasing, accounts receivable, accounts payable, and supplier relations for day-to-day operations.

Supported documentary control, invoice issuance, banking coordination, and supplier management.