![Wendy Palma](https://jobicy.com/react/themes/app/images/avatar.jpg)
Wendy Palma

# Customer Support Operations Specialist

Open to offers · Member since 20 Jul 2026 [Message](https://jobicy.com/dashboard-page.md)

ShareLocationMexicoDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelSenior
* [Overview](#overview)
* [Portfolio 0](#portfolio)
* [Services 0](#services)

## About

Professional summaryI 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.

## Skills

16 capabilities[Coaching](https://jobicy.com/talent/coaching.md)[CRM Management](https://jobicy.com/talent/crm-management.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Documentation](https://jobicy.com/talent/documentation.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Performance Analysis](https://jobicy.com/talent/performance-analysis.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Sales Support](https://jobicy.com/talent/sales-support.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Time Management](https://jobicy.com/talent/time-management.md)[Workflow Optimization](https://jobicy.com/talent/workflow-optimization.md)

## Tech stack & tools

Working toolkit

### Collaboration

[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/notion/notion-original.svg) Notion](https://jobicy.com/talent?tool=notion.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/trello/trello-original.svg) Trello](https://jobicy.com/talent?tool=trello.md)

### Communications

[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md)

## Experience

Career history

### Customer Success Team Lead · Binance

Dec 2023 – Jun 2026Led 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.

### Customer Support & Operations Specialist · Godoy Law Office

May 2022 – Nov 2023Coordinated high-volume customer communications, maintained accurate CRM documentation, standardized follow-up workflows, supported client onboarding and case progression, and consistently exceeded performance KPIs.

### Client Support & Quality Coordinator · The Credit Pros

Feb 2021 – May 2022Reviewed 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.

### Guest Experience & Sales Agent (Timeshare & Upsells) · El Dorado Maroma Resort

Jan 2019 – Dec 2020Delivered personalized guest experiences, resolved customer concerns, coordinated requests, and recommended tailored services to support guest satisfaction and revenue growth.

## Education

Learning historyNo education data available.

This professional hasn’t added portfolio projects yet.

This professional hasn’t listed any services yet.