I am a Customer Support Operations professional with 5+ years of remote experience supporting global clients across technology, legal, cryptocurrency, and hospitality industries.
I specialize in optimizing customer journeys, coordinating workflows, resolving complex customer issues, and improving operational efficiency through cross-functional collaboration and proactive communication.
I have led remote support teams, including a team of 12 Customer Support Specialists, while maintaining strong KPI performance and service quality standards.
My background includes customer success, quality coordination, CRM management, escalation handling, onboarding support, and process standardization.
I am comfortable working across multiple time zones and partnering with leadership and cross-functional teams to improve customer experience and operational outcomes.
I am fluent in English and Spanish, and I bring a strong focus on accountability, documentation quality, and continuous improvement.
Led and developed a remote team of 12 Customer Support Specialists, partnered with leadership on operational improvements, resolved complex escalations, and monitored SLA, CSAT, and quality metrics to maintain high performance and service consistency.
Coordinated high-volume customer communications, maintained accurate CRM documentation, standardized follow-up workflows, supported client onboarding and case progression, and consistently exceeded performance KPIs.
Reviewed customer accounts and support interactions for compliance and quality, identified documentation gaps, collaborated on escalations, and maintained detailed CRM records to support quality assurance and process compliance.
Delivered personalized guest experiences, resolved customer concerns, coordinated requests, and recommended tailored services to support guest satisfaction and revenue growth.
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