Customer Experience & Technical Operations Specialist with experience supporting global users in fast-paced SaaS environments. I specialize in troubleshooting platform issues, managing escalations, and improving operational workflows across customer support and live operations.
My background combines hands-on CX support, operational oversight, and team leadership. I have experience working cross-functionally with operations, product, and technical teams to resolve system-related issues, optimize processes, and ensure seamless customer experiences.
I’m highly comfortable working with CRM and operational tools such as Zendesk, HubSpot, Airtable, Zapier, and Google Sheets, using data and automation to improve efficiency and support decision-making.
Previously, I led and coached teams of 15–25 support agents as an Operations Supervisor, focusing on performance management, escalation handling, and workflow optimization across calls, tickets, and email channels.
I thrive in fast-moving environments where I can solve complex problems, improve systems, and support both customers and internal teams.
🔹 Core areas: Technical Support, CX Operations, SaaS Platforms, Process Automation, Escalation Management, Support Operations, Data-Driven Improvement
🔹 Tools: HubSpot, Airtable, Zendesk, Zapier, Google Sheets, Power BI, Front
🔹 Languages: English & Spanish (Bilingual)More...
Gabriela Barreto
Operations Associate@tourhero
Verified
Gabriela Barreto is a dynamic Operations Associate at TourHero, where she excels in streamlining travel logistics and enhancing customer experiences. With a background in hospitality management and a passion for adventure, Gabriela has successfully coordinated over 200 bespoke tours across five continents. Her innovative approach to problem-solving and keen attention to detail have significantly improved operational efficiency, earning her recognition as a rising star in the travel industry. Gabriela is committed to sustainable tourism and continuously seeks opportunities to incorporate eco-friendly practices into TourHero's operations.More...