Mexico
I am a results-oriented Support Operations Specialist with over 5 years of experience driving excellence in the technology and hospitality sectors. My career is defined by a passion for delivering exceptional customer experiences and a proven ability to manage complex B2B relationships.Currently, as a Merchant Experience Partner at DoorDash Technologies, I specialize in deep-dive investigations of complex issues—ranging from payments and integrations to fraud prevention—using high-level analytical tools like Sigma, Stripe, and Jira. I thrive in cross-functional environments, collaborating with Product, Engineering, and Finance teams to bridge product gaps and optimize internal workflows.
Provided timely and accurate support via email and ticketing systems. Investigated and resolved complex commission and payment discrepancies. Documented cases thoroughly and escalated system issues to technical teams. Collaborated cross-functionally to improve workflows and documentation. Served as the primary contact for hotel and agency clients using SaaS platforms. Delivered onboarding and training sessions to drive adoption. Managed high-volume ticket queues maintaining 90%+ satisfaction. Created and optimized internal documentation in Confluence.
Top 3 agent out of 300 for 8 consecutive months. Resolved payment disputes and fraud-related cases with high accuracy.
Handled customer inquiries and escalations regarding Kohl's credit card statements." Provided technical and navigation support for placing online orders. Resolved billing disputes, payment issues, and order delivery delays.