I am a bilingual Customer Experience and AI Specialist with more than 4 years of experience supporting international clients in fast-paced, remote-first environments.
I have worked across customer service, telemarketing, e-commerce operations, and team leadership, with a strong focus on resolving complex inquiries, improving workflows, and maintaining high service standards.
My background includes daily use of Zendesk, Slack, Google Workspace, internal CRMs, and VoIP tools to manage high-volume interactions, escalate issues efficiently, and keep data accurate and organized.
I am especially comfortable working across English and Spanish, adapting tone and communication style to different stakeholders while keeping interactions clear, professional, and culturally aware.
I also bring a strong interest in AI-assisted workflows, prompt-based tools, and process improvement, and I enjoy identifying friction points that can be turned into better systems and knowledge resources.
I am fully available for remote work and aligned with CET hours, and I am looking for a role where I can combine customer experience, operational thinking, and technology adoption to create better outcomes for both users and teams.
Managed over 50 daily multi-channel interactions including phone and live chat, troubleshooting technical and commercial issues under tight metrics. Used Slack and VoIP platforms for internal escalation and improved first-contact resolution. Identified user friction trends and translated customer insights into knowledge base feedback.
Optimized digital catalogs and structured online databases to improve navigation and data flow. Coordinated timelines with technical teams using Slack and Google Workspace. Configured customer support processes in Zendesk to improve data accuracy and reduce friction.
Led a remote customer operations team in a fast-paced environment and ensured adherence to service protocols. Managed scheduling and logistics dispatch, resolved system delays, and maintained a high customer experience standard. Proposed workflow improvements to reduce response times.
Supported customer operations and team coordination in a service-focused environment. Handled client interactions, escalation support, and operational follow-up while maintaining service quality and process discipline.
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