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Work Background
Rigid Structural DesignOffice Manager
Mar. 2026United States, New York- Lead daily office operations and administrative processes, optimizing workflows while serving as a key point of contact for client communication.
- Coordinate project timelines, track progress, and develop reports on project and
operational activity to support decision-making.
- Manage permit application processes and facilitate communication between partners,
project managers, and internal teams to ensure compliance and alignment.
SezzleSenior Merchant Experience Agent
Oct. 2025 - Feb. 2026United States, Minneapolis- Provided B2B support and account management for merchant partners, handling high-volume ticket through different queues while maintaining strong service quality and response times.
- Supported merchant onboarding and ongoing account needs, ensuring a smooth setup process, product understanding, and long-term satisfaction.
- Actively monitored and contributed to merchant satisfaction metrics, including NPS scores, identifying trends and opportunities for improvement.
- Collaborated closely with account management and leadership teams to execute assigned projects, operational tasks, and process improvements.
- Tracked, analyzed, and helped improve KPIs and performance metrics, contributing to higher efficiency and better merchant outcomes.
- Adapted quickly to product updates, procedural changes, and new tools in a fast-paced fintech environment.
- Communicated clearly and professionally with merchants, demonstrating strong listening skills, empathy, and problem-solving ability.
- Utilized customer support and CRM tools such as Zendesk and Salesforce to manage workflows and document interactions accurately.
SutherlandCustomer Service Specialist
Jun. 2019 - Oct. 2025Colombia, Bogotá- Assisted global B2C and B2B customers with queries, troubleshooting, and resolving issues to ensure high satisfaction levels.
- Worked closely with cross-functional teams, offering support and sharing knowledge with peers to enhance the overall customer experience.
- Delivered consistent, clear, and empathetic communication to users, improving service quality and fostering positive relationships through emails, social media and live chats.
- Regularly met and exceeded performance metrics, including response times and customer satisfaction scores.
- Recognized for consistently providing high-quality support and being a go-to resource for team members.
- Played a key role in ensuring high customer satisfaction rates for the Spotify platform.
- Demonstrated strong problem-solving skills and the ability to work independently while maintaining team collaboration.
- Handled support tickets through Jira service software.
ConcentrixCustomer Service Agent
Jan. 2019 - May. 2019Colombia, Bogotá• Managed inbound calls in a fast-paced environment, addressing user queries and requests efficiently.
• Provided exceptional customer service to ensure customer satisfaction and retention.
• Utilized strong communication skills to effectively resolve customer issues and promote brand loyalty.
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