Customer Success Specialist

Supported global merchants and end customers through phone, chat, and email across English, Portuguese, and Spanish markets. Managed 75-100 customer cases weekly with end-to-end ownership. Resolved complex payment, authentication, and account management issues. Used Salesforce CRM to document cases and coordinate follow-ups. Collaborated with specialized teams on technical and operational cases. Performed identity verification for sensitive account recovery and security requests. Exceeded customer satisfaction and operational KPIs and earned monthly performance bonuses. Selected as Relief Trainer to onboard and coach 30+ multilingual Customer Experts.

Founded and operated a customer-focused startup, leading business strategy, operations, and customer experience. Managed an 8-member team, including scheduling and performance. Directed budgeting, inventory, supplier negotiations, and commercial operations. Implemented branding, marketing, and customer loyalty initiatives. Generated approximately COP 60-70M in revenue during the first seven months. Currently leading the company's strategic relaunch focused on sustainable growth.

Produced audiovisual content for the international campaign #LosDerechosTambienMigran. Coordinated production activities with multidisciplinary teams and stakeholders. Delivered communication assets aligned with project objectives and deadlines.