Guatemala, Guatemala
Customer Support Specialist with 9+ years of experience supporting B2C, B2B products, including consumer platforms and service-based businesses, with a strong focus on written support, troubleshooting, and operational accuracy. I specialize in managing customer interactions through CRMs like Zendesk and similar platforms, resolving complex issues, and identifying patterns that impact user experience. My experience includes supporting platforms such as Wix and 23andMe, assisting users with technical issues, account management, and product navigation across global markets. I am highly skilled at troubleshooting ambiguous issues, distinguishing between user, system, and device-related problems, and documenting findings clearly for internal teams. I have worked closely with cross-functional teams, ensuring issues are escalated, tracked, and resolved efficiently. My approach combines structured problem-solving with high empathy, especially when supporting customers dealing with sensitive or personal information. I take ownership of issues end-to-end and focus on delivering clear, human-centered communication that builds trust and long-term retention. I’m highly organized, detail-oriented, and adaptable, with a strong ability to support US-based customers and teams across different time zones. I value structure and consistency. I have experience in appointment scheduling, technical support, and administrative coordination. I’m comfortable handling multiple requests at once, maintaining accurate records, and ensuring every interaction is professional and efficient. I’m currently seeking remote opportunities with International companies where I can contribute to customer satisfaction, operational efficiency, and long-term client relationships.
- Managed end-to-end customer support workflows, including scheduling, service coordination, and issue resolution across HVAC and plumbing services. - Handled high-volume inbound and outbound communication (calls, SMS, email), ensuring timely, accurate, and empathetic support. - Identified customer needs and improved overall service experience. - Maintained detailed and accurate records in CRM systems, tracking job progress, updates, and follow-ups through completion. - Coordinated closely with technicians to ensure clear communication, proper job execution, and on-time resolution of customer issues. - Proactively followed up on open cases and service delays, ensuring accountability and customer satisfaction. - Generated new business through lead generation, cold calling, and follow-ups, contributing to revenue growth. - Balanced customer support and sales responsibilities, converting inbound inquiries into booked services and upsell opportunities.
- Worked as an Appointment Scheduler and Medical Assistant in a gastroenterology clinic, supporting patients with scheduling, rescheduling, confirming, and canceling appointments and procedures. - Provided clear guidance on procedures, follow-ups, and medications. - Managed multi-step workflows, insurance verification, pre-authorizations, and documentation. - Coordinated patient scheduling and procedures while maintaining high accuracy and compliance (HIPAA).
- Provided customer support to users building and managing websites on the Wix platform. - Delivered multi-channel written and live support (chat, email, calls) for a global user base. - Troubleshot complex issues related to website functionality, domains, billing, and platform features. - Identified root causes of user issues, distinguishing between platform limitations, user error, and technical problems. - Guided users through step-by-step resolutions, improving product adoption and reducing repeat inquiries. - Documented recurring issues and contributed to internal knowledge sharing and process improvements. - Documenting issues with clear reproduction steps and context - Escalating and tracking issues to resolution - Maintained high CSAT through clear, structured, and empathetic communication. - Guided customers through website customization, content updates, and platform features - Supported customers with Wix eCommerce setup, including product listings, site navigation, and basic store management
- Supported customers globally via chat, email, and phone, managing order tracking, account issues, and DNA kit processes. - Assisted users with highly personal and sensitive data, requiring strong empathy and clarity in communication. - Troubleshot user issues related to account setup, kit activation, and test completion. - Maintained accuracy in documentation and ensured proper follow-up until issue resolution. - Identified recurring issues and contributed to improved workflows and support consistency. - Followed internal procedures and data privacy guidelines when handling sensitive personal information
- Provided customer support for a major Canadian telecommunications company - Provided technical troubleshooting and billing support for telecom services. - Managed high-volume ticket queues across calls, chat, and email. - Technical support, troubleshoot connectivity and service issues, guiding customers through resolutions. - Balanced technical support + sales, improving customer retention and satisfaction. - Documented customer interactions, resolutions, and follow-ups using CRM and support systems - Followed company policies and data privacy guidelines when handling sensitive customer and billing information