I am a Customer Support and Success Specialist with more than seven years of experience in high-volume ticket management, digital operations, and remote back-office support.
I manage customer inquiries across email, chat, WhatsApp, and phone, with experience in ticket triage, escalations, booking workflows, payment support, account validation, and detailed ticket documentation.
I have maintained a 98% resolution compliance rate while working with SLA-driven processes and team playbooks. I focus on providing clear, empathetic, efficient communication in fast-paced and high-pressure environments.
I am comfortable using CRM systems, AI tools, cloud-based platforms, and collaboration tools to support daily operations. My experience also includes LiDAR annotation and quality control for AI and machine-learning model training.
I bring strong organization, troubleshooting, scheduling, process improvement, and asynchronous communication skills. I am a fast learner with a proactive approach to customer success and digital operations.
Managed more than 400 monthly case files and customer support tickets while maintaining a 98% resolution compliance rate and adhering to SLAs and team playbooks.
Provided proactive support through email, WhatsApp, and phone. Handled ticket triage, response management, escalations, scheduling, 80+ daily follow-up calls, booking workflows, document validation, and account verification.
Resolved more than 50 urgent medical support and payment or claims cases weekly in a 24/7 operations environment, maintaining fast response times and strong resolution outcomes.
Handled customer communications by phone and chat with empathy, confidentiality, and clear problem-solving. Followed troubleshooting playbooks and escalated complex payment and account issues to specialized teams.
Performed full-time data labeling, LiDAR annotation, and quality-control work to support the training of artificial intelligence and machine-learning models.
Used cloud-based digital platforms and software tools daily in a dynamic, asynchronous remote work environment.
Delivered front-line customer service and administrative validation in a 24/7 unit supporting medical claims.
Focused on rapid troubleshooting, accurate validation processes, and customer satisfaction during customer interactions.
Provided family caregiving support during a sabbatical period while managing changing priorities and daily responsibilities.
Strengthened time management, scheduling, logistics planning, adaptability, and proactive crisis-management skills.
Provided personalized customer service, direct administrative support, and sales assistance in a retail environment.
Managed inventory control and daily register operations with attention to accuracy and customer service.
Bachelor's Degree, Business Administration
In progress.
Associate Degree, Organization and Methods
Completed through the third semester.
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