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Customer Support Specialist
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Competencies
Provided SaaS support, onboarding, and adoption to optimize client experience and retention.
Proficient in Zendesk, Intercom, Kustomer, and Salesforce for managing customer interactions and workflows.
Resolved complex software and hardware issues, streamlining processes to reduce downtime and enhance satisfaction.
Engaged in upselling, cross-selling, and renewals to support business growth and customer loyalty.
Demonstrates strong communication, empathy, bilingual ability, and adaptability in diverse customer scenarios.
Education
Languages
Summary
Dynamic professional experienced in SaaS support, onboarding, troubleshooting, and customer engagement. Proven track record of improving satisfaction scores, streamlining workflows, and mentoring teams. Bilingual in English and Spanish, adept at managing complex cases and fostering client...
Key Achievements
- Provided efficient, empathetic support that improved customer satisfaction scores and reduced response times at Nutrisense.
- Facilitated onboarding and adoption for over 50 B2B clients, enhancing engagement and platform utilization at TaxDome.
- Delivered technical support for software and hardware, achieving 'Top Seller' status for 5 months and mentoring new hires at Pitney Bowes.
Experience
Customer Support Specialist
Provided customer support via Zendesk, Intercom, and Kustomer, handling billing, troubleshooting, and inquiries., Exceeded first response targets and improved CSAT scores through fast and empathetic support., Partnered with teams to streamline processes, reducing resolution times., Contributed to...
Customer Success Specialist
Facilitated onboarding, training, and adoption for 50+ B2B clients., Enhanced client engagement through tailored onboarding strategies., Resolved technical challenges, ensuring seamless platform usage., Partnered with product and support teams to deliver actionable client insights.
Tech Support Representative
Delivered software and hardware technical support to U.S. business clients., Diagnosed and resolved complex technical issues, reducing downtime., Streamlined billing processes, increasing accuracy and client satisfaction., Consistently exceeded sales quotas, achieving 'Top Seller'...