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Customer Support Specialist with 7+ years in Service Industry
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Competencies
Handled escalations, inquiries, and support ensuring customer satisfaction and compliance.
Designed and delivered training programs, mentored employees, and improved onboarding processes.
Ensured adherence to regulations, managed documentation, and supported process streamlining.
Generated metrics, reports, and insights to support data-driven decision-making.
Managed HRIS systems and handled employee inquiries related to leaves and documentation.
Education
Languages
Summary
Experienced in managing complex support issues, designing training programs, and ensuring compliance across multiple service and tech industries.
Key Achievements
- Managed high-priority escalations and complex issues at Uber, ensuring compliance with local regulations
- Developed training programs and provided coaching for new hires, improving onboarding effectiveness at Amazon
- Delivered premium support to top-tier clients and implemented process improvements across multi-functional teams
Experience
COE Specialist I - Premium Customer Support Representative - High Capacity Vehicles
Managed complex and high-priority support escalations specifically related to High Capacity Vehicle (HCV) services, Delivered premium support to top-tier drivers and high-value riders, increasing customer satisfaction (CSAT) scores, Handled advanced issues regarding vehicle eligibility, regulatory...
Subject Matter Expert and Expert Chat Customer Service at Toast
Performing during nesting week as SME (Subject Matter Expert) for new hires using different strategies and methods for them to follow the policies and perform the process in a correct way, Delivering feedback for 20 to 25 trainees, in a personal way after call play roles and following up their...
Customer Service Phone Representative at Toast
Addressing inquiries to restaurant owners or employees about customization of the menu such as updating prices, connecting correctly the printer for the orders, add employees to system effectively, Checking employee reports regarding time entries, labor performance, sales summary, revenue centers...
Trainer Partner
Developing and delivering comprehensive training programs on complex topics such as ADA and FMLA, ensuring effective knowledge transfer and compliance, Leveraging technology tools like Salesforce and Amazon Connect to streamline training delivery and communication, Providing individualized coaching...
Human Resources Assistant II
First point of support to employees by addressing inquiries related to leaves and accommodations, Efficiently managing case initiation, documentation, and policy interpretation to ensure compliance with regulations and company policies, Efficiently managed HR processes by utilizing HRIS systems...