Idania - Operations & Customer Service Professional with 7+ years of multinational experience

Handled incident escalation, prioritization, and resolution, using ITIL-aligned practices for improved service stability.

Delivered enterprise-level support in fast-paced environments across multiple communication channels and languages.

Acted as a bilingual liaison translating technical and operational information between diverse teams and customers.

Coordinated multiple service queues and collaborated with technical and support teams to ensure seamless operations.

Owned the end-to-end incident and escalation lifecycle for enterprise customers, ensuring timely resolution aligned with contractual obligations, SLAs, and service commitments., Served as the primary customer point of contact during high-impact incidents, managing expectations, communication...

Delivered enterprise-level support, ensuring compliance with defined support processes, SLAs, and entitlement agreements., Acted as a customer-facing liaison via chat, email, and phone in English, Spanish, and Japanese., Facilitated cross-cultural and technical communication, translating complex...

Handled high-volume inbound customer requests for a global e-commerce operation, managing real-time inquiries via phone and chat., Prioritized and resolved order, delivery, and account-related issues using multiple internal systems., Coordinated with internal logistics and operations teams to...