About Me
Who I Am
I’m a passionate and dedicated professional with over 10 years of hands-on experience specializing in Customer Service. I’ve developed expertise in utilizing CRM platforms like Zendesk, HubSpot, Intercom, and more to optimize customer interactions, improve team efficiency, and enhance overall customer satisfaction.
Throughout my career, I've had the privilege of working with diverse industries, helping businesses streamline their customer service processes and build lasting relationships. While my background also includes basic knowledge in Website Development, Administrative Tasks, and Digital Marketin
My Vision
To lead in customer experience by combining innovation and empathy to build lasting trust and empower business growth.
My Mission
Exceptional experiences, thoughtful solutions
My Personal Passions
Working out and singing are far more than hobbies, they are vital sources of strength, inspiration, and balance in my life. These passions sharpen my mind, stabilize my emotions, and energize my body, creating a powerful foundation for both personal growth and professional excellence. Regular exercise builds my resilience and focus, enabling me to tackle challenges with determination and clarity.
Singing, on the other hand, lifts my spirit, sparks creativity, and nurtures my emotional well-being. Together, they fuel a positive mindset and unwavering motivation that I bring to every project and interaction.
By nurturing my mind, body, and soul through these passions, I continuously renew my sense of purpose and bring my best, most authentic self to every opportunity and challenge I face. This holistic approach empowers me to grow, adapt, and excel in all areas of my life.
Why Choose Me
Expertise
I stay at the forefront of industry trends and technologies, offering you the best solutions for enhancing customer interactions and optimizing your customer service processes. Whether it's improving CRM systems, streamlining administrative workflows, or crafting seamless digital experiences, my goal is to ensure your business thrives in a digital-first world.
Personalized Approach
Every business is unique, and so are your needs. I take the time to thoroughly understand your objectives, ensuring that my services are precisely tailored to your specific requirements. This approach allows me to deliver customized customer service solutions that align with your brand's values and goals.
Reliability
You can rely on me to meet deadlines and deliver exceptional results. With a strong track record of professionalism, I consistently provide high-quality work that helps you optimize your operations, whether in customer service or other business functions.
Client-Centric Focus
Your satisfaction is my top priority. I'm not just a service provider. I’m a partner in your success. I actively listen to your ideas, engage in open communication, and collaborate closely with you to ensure we meet your business objectives and exceed your expectations.
My Experience
With over 10 years of experience in customer support and client relations, I’ve had the opportunity to work across diverse industries, helping businesses enhance their service delivery and build lasting relationships with their customers. My background includes extensive hands-on work using industry-leading CRM platforms such as Zendesk, HubSpot, Intercom, and more, allowing me to manage customer interactions efficiently and support teams in delivering consistent service.
Sr. Customer Experience Specialist
2021 - 2025
- Conduct thorough and impartial investigations into customer disputes using tools like HubSpot for CRM management and Google Docs for documentation, ensuring fairness in the evaluation process.
- Review and approve refunds and redo claims in accordance with relevant policies and guidelines, utilizing Google Sheets for tracking and approval workflows.
- Handle customer escalations promptly and effectively through Slack for real-time communication and HubSpot for managing internal escalations from reps, providing timely resolutions to their concerns.
- Deliver personalized assistance to VIP business clients using HubSpot to manage relationships, Google Docs for detailed client notes, Gmail for direct communication, and Google Meet for virtual meetings, sustaining and strengthening relationships while enhancing customer satisfaction.
- Monitor and track various processes using Google Sheets for improved efficiency, while also handling administrative tasks through Google Workspace tools.
- Identify and address orders that require attention in HubSpot, take appropriate actions to resolve issues, and ensure customer satisfaction.
- Ensure smooth processing and timely resolution of high-value orders by coordinating with teams through Slack and tracking progress in Google Sheets.
- Manage Do Not Call (DNC) lists and ensure compliance with applicable regulations using specialized tools and Google Sheets for record-keeping.
- Validate and process promotional offers using Klaviyo for email marketing and Google Docs for documentation, ensuring successful implementation and customer satisfaction.
- Investigate unsuccessful deliveries, identify root causes using data from HubSpot, and implement corrective actions to drive improvement.
- Implement coaching and mentoring programs to develop team skills using Google Docs for training materials and Slack for communication.
- Analyze KPIs using Google Sheets to optimize performance and exceed targets, leveraging HubSpot for CRM analytics and reporting.
Cold Caller and Appointment Setter
2020 - 2021
- Conducted targeted cold calls to generate leads for sales and recruitment within the insurance industry using ProspeGoogle Docs, and Google Sheets.ct Boss and Go High Level.
- Utilized various CRM software tools, including Prospect Boss and Go High Level, to effectively track and manage all communications with leads and clients.
- Assisted clients in scheduling appointments for newly recruited agents and customers using Go High Level and Calendly, while maintaining a comprehensive record of appointment statuses with Google Calendar, Gmail, Google Docs, and Google Sheets.
Project Manager (Website Development / Digital Marketing)
2019 - 2021
- Led project planning, strategy, and execution using Asana for task management and Google Docs/Spreadsheets for documentation and tracking.
- Monitored deadlines and ensured timely progress with Asana.
- Outsourced skilled technical and marketing personnel through Upwork and LinkedIn.
- Managed risk, allocated resources, and ensured quality by using tools such as SEMrush, Google Analytics, Google Ads, GoDaddy, and Hostinger for monitoring and checking websites. Utilized these tools for quality monitoring and generating reports.
- Collaborated with stakeholders through Gmail, Skype, and Zoom, maintained communication using Slack, and scheduled meetings with Google Calendar.
Customer Service Representative - Chat
2017 - 2018
- Efficiently managed high volumes of incoming call inquiries, live chats via Intercom, and emails through Gmail, utilizing Zendesk for streamlined ticketing and issue tracking.
- Demonstrated exceptional customer service skills using Google Docs and Spreadsheets to track interactions and maintain detailed records, ensuring customer satisfaction and promoting positive ratings.
- Effectively addressed and resolved customer complaints by providing suitable solutions within specified time limits, leveraging Zendesk and Intercom to monitor and follow up on cases, ensuring satisfactory resolutions were achieved
Customer Service Escalation Lead
2014 - 2017
- Prioritized customer feedback and ensured their concerns were acknowledged and addressed during the escalation process.
- Established clear expectations, communicated effectively, and worked towards providing relief and resolution.
- Provided regular status updates for all escalated service requests, keeping customers informed of progress.
- Conducted thorough reviews to identify the root causes of escalated service requests, with a focus on continuous improvement.
- Collaborated with other workgroup teams to develop and deliver training based on historical experience, incorporating best practices and established procedures.
- Delivered exceptional customer service while also taking an active role in training new team members on a monthly basis.
- Maintained an updated leadership resume and actively participated in management training programs to continuously enhance skills and knowledge.
- Maintained meticulous records of all interactions, including customer details such as names, addresses, phone numbers, and product sales, while ensuring the security and confidentiality of sensitive information like credit card details
Certifications & Continuous Learning
I am committed to lifelong learning and professional growth. My certifications reflect my dedication to excellence in customer service, digital tools, analytics, and business operations. Each course has helped me stay ahead in a fast-changing work environment and deliver the best results for my clients and teams.
Let's Connect
I’m passionate about building meaningful connections and exploring exciting opportunities. Whether you're looking for expert customer support solutions, CRM implementation, or need help optimizing your digital presence, I'm here to assist. I specialize in delivering personalized customer service experiences, implementing efficient CRM systems, and supporting businesses with foundational digital marketing and web solutions.
Feel free to explore my portfolio to see how my 10 years of experience in customer support, CRM expertise, and digital services can help you reach your goals. If what you see resonates with your vision, let’s start a conversation!
Thank you for visiting my website. I look forward to the opportunity to collaborate and bring your ideas to life.