Self-reported as: “I struggle but can - Intermediate”

Skills & tools

About

Work preferences

Job type

Full-time

Company size / type

Growth-stage startup (21-200), Large/multinational (200+)

Culture

Growth-stage startup (21-200), Large Company

Industries

Business Consulting, E-commerce

Hours

EST business hours

Remote experience

Baker McKenzie, in Buenos Aires; however, it was only for 3 months.

Salary context

Benchmarks for SMB non-tech role · Mid (3–7 yrs).

US figures from BLS OEWS 2024 + Glassdoor; India figures from US SMB offshore vendor pricing. Adjusted for the candidate's seniority.

Work experience

1. TEAM LEADER PRE&POST RESOLUTION · REPLY LATAM

   Dec 2023 — Present

   - Supervised representative connection schedules, monitored response times (SLA), chat assignments and unlocks, and optimized inactive slots. - Coordinated problem resolution through various communication channels, attending to customer and analyst…

2. CX ANALYST · DX ELECTRONICA

   Dec 2023 — Nov 2024

   - Prioritized user service quality through various support channels (MeLi, Social Media, and different Marketplaces), providing an exceptional experience. - Drove the creation of reports to improve area organization using G-Sheets. - Optimized the…

3. CUSTOMER CARE ANALYST · PUNTO DEPORTIVO

   Mar 2023 — Oct 2023

   - Evaluated warranties and generated reports, tracking cases. - Managed purchase cancellations, returns, promotions, and discount coupons through the VTEX and PayWay platforms. - Identified user pain points and needs, coordinating and participating…

4. CUSTOMER CARE ANALYST · COLPPY

   Aug 2022 — Mar 2023

   - Collaborated with the Growth Marketing team in generating sales and campaigns. - Promoted improvement plans and tools based on identified opportunities. - Provided customer support on software usage through multiple channels (Email, Intercom…

Education

1. Teaching degree · UNHur

   2022
   · English
2. — · CAMBRIDGE INSTITUTE
   · FIRST