Oversee carrier registration and approval workflows for customer telecom profiles at ProLine CRM, ensuring compliance with carrier requirements and regulatory standards. Manage Tier 2 communications tickets via Intercom, supporting carrier onboarding, port-in/port-out requests, and campaign compliance reviews. Conduct backend registration checks in internal systems, identifying rejected applications, determining compliance gaps, and communicating next steps to account teams. Create and maintain detailed Standard Operating Procedures (SOPs) for all communication-operations processes, improving accuracy and internal alignment. Perform light website updates for clients, including adding privacy policies and messaging disclaimers using HTML/CMS tools to meet communication compliance standards. Partner with account managers to ensure customers meet messaging compliance requirements, proactively guiding documentation needs (privacy policies, disclosures, etc.). Utilize carrier platforms and internal tooling to process phone number provisioning and transfer requests, maintaining high accuracy and turnaround efficiency. Contribute to process improvements and documentation as the founding member of the communications operations function, helping standardize new workflows.

Delivered Tier 1 technical support via Intercom for ProLine CRM users, maintaining first-response chat times under 2 minutes and high satisfaction metrics. Resolved customer inquiries related to platform setup, CRM workflows, integrations, and account configuration. Documented recurring issues and contributed to internal SOPs and support processes to improve response speed and knowledge sharing.

• Actively managing Zendesk administration to ensure efficient and effective support services, creating automations, automatic reports, triggers, and more, improving response times by 90%. • Providing tier 1 technical support for the Barosa inc. application, with a 100% satisfaction score. • Creating 100% of user manuals and ensuring they are updated, modified, and created as needed, contributing to a 20% reduction in support inquiries.

Designed and launched the Zendesk Help Center and knowledge base from the ground up as the Zendesk Administrator, including structure, content, and configuration, enabling customer self-service and contributing to a 20% reduction in initial support requests. Served as Zendesk Administrator, ensuring efficient and effective support operations by creating automations, automated reports, triggers, and other configurations, achieving a 90% improvement in response times. Developed and maintained all user manuals, keeping documentation current and accurate, contributing to a 20% decrease in recurring support inquiries. Implemented and configured an AI-powered chatbot in Zendesk, integrated with the user manuals I created, enabling instant customer self-service and reducing repetitive inquiries.

Delivered Tier 1 technical support for the Barosa Inc. application, consistently maintaining a 100% customer satisfaction score.

• Provided technical guidance, mentorship, and constructive feedback to a team of 5 members in customer support, assisting in the resolution of complex technical issues, resulting in a 20% improvement in resolution times. • Ensured 100% of SUMADI user manuals were updated, modified, or created as needed, contributing to a 15% reduction in support inquiries. • Organized and led weekly training sessions to keep the team informed on new features, improving tier 2 technical support capabilities by 30%. • Emphasized cultural intelligence, empathy, and professionalism in all interactions, ensuring high-quality support and increasing client retention by 10%.

Provided technical guidance, mentorship, and constructive feedback to a team of 5 members in customer support, assisting in the resolution of complex technical issues, resulting in a 20% improvement in resolution times. Ensured 100% of SUMADI user manuals were updated, modified, or created as needed, contributing to a 15% reduction in support inquiries. Organized and led weekly training sessions to keep the team informed on new features, improving Tier 2 technical support capabilities by 30%. Emphasized cultural intelligence, empathy, and professionalism in all interactions, ensuring high-quality support and increasing client retention by 10%.

• Successfully led the deployment, administration, and maintenance of the SUMADI platform for global institutions. • Implemented Zendesk for the IT Operations support team, configured brands, triggers, automations, and groups. • Developed comprehensive user and administration manuals for the SUMADI platform tailored for various Learning Management Systems (LMS), decreasing support tickets by 30%. • Provided tier 2 technical support for the SUMADI platform within different LMS environments, using Amazon Web Services’ (AWS) services like DynamoDB, S3, Elastic Beanstalk, also MongoDB for queries to support clients, with a successful satisfaction score of 99% of the cases. • Designed and conducted training sessions and demos of the SUMADI platform in both English and Spanish for around 15 universities worldwide, with a 70% successful adoption of the tool. • Performed over 500 User Acceptance Tests (UAT) to ensure software quality, reported and tracked defects found and ensured a timely resolution.

• Implemented Zendesk for the IT Operations support team, configuring brands, triggers, automations, and groups. • Developed comprehensive user and administration manuals for the SUMADI platform tailored for various Learning Management Systems (LMS), these manuals helped decreased support tickets by 30%. • Provided tier 2 technical support for the SUMADI platform within different LMS environments, using Amazon Web Services’ (AWS) services like DynamoDB, S3, Elastic Beanstalk, also MongoDB for queries to support clients, with a successful satisfaction score of 99% of the cases. • Based on the needs of the institutions, I designed and conducted training sessions and demos of the SUMADI platform in both English and Spanish for around 15 universities worldwide, with a 70% successful adoption of the tool.