Valentina Santana

Remote Customer Service Agent | Messaging Supporte

Actively looking · Member since 3 Sep 2026

Message

Location: Caracas, Venezuela

Desired salary: Unspecified

Work preference: Remote Only

Experience level: Mid

About

Professional summary

I am a remote customer service professional with experience providing messaging-based support, following up on requests, and maintaining customer case records in fast-paced environments.

I manage multiple customer conversations with speed, clarity, and empathy. I focus on delivering a consistent customer experience while meeting response-time and follow-up expectations.

I have achieved a median first-response time of 31.5 minutes and handled 48.5% of interactions in under 30 minutes. I also prepare proposals and quotations within median turnaround times of 1.7 to 2.9 hours.

I am experienced in CRM case management, incident resolution, escalation handling, appointment coordination, and customer communication through chat and email.

I use tools such as WhatsApp Business, Notion, Kommo, Respond.io, Whaticket, Google Calendar, and Google Sheets to organize conversations, document processes, and support daily operations.

Skills

9 capabilities

Tech stack & tools

Working toolkit

Collaboration

Notion

Experience

Career history

Customer Service Agent and Messaging Support DOD Travel Agency

2023 – Present

Managed a high volume of daily customer messages and remote inquiries, maintaining a median first-response time of 31.5 minutes. Responded to 48.5% of customer interactions in under 30 minutes and 63.4% in under one hour.

Registered and updated customer cases in CRM systems, followed up on open conversations and pending requests, and ensured continuity of service. Coordinated appointments, follow-up activities, and the preparation of proposals and quotations, with median turnaround times between 1.7 and 2.9 hours.

Documented databases, templates, and frequently used responses in Notion, contributing to a 25% improvement in operational productivity. Resolved incidents, changes, and complaints independently, reducing the need to escalate cases to management by 30%.