Years of experience: 24

Complaint Resolution SpecialistTranslatorTechnical TranslatorLocalization ManagerCustomer ServiceHelp Desk Support

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Perla's Career Path
Buyer Support DirectorApr. 2020 -
Present
GearLaunchBuyer Support Director
* Lead and mentor a global, remote team of agents, ensuring high-quality customer support. * Optimized multiple Zendesk instances across the company, leveraging advanced ticketing workflows, automations, and macros to streamline operations. * Automated key processes in Zendesk and Slack, reducing manual workload and improving resolution times by 30%. * Designed and maintained Zendesk Explore ...
Customer Service Team ManagerJun. 2016 -
Apr. 2020
GearLaunchCustomer Service Team Manager
Remote* Built and scaled five customer service teams across different departments, hiring and training new agents. * Developed and maintained customer service policies, SOPs, and training materials, ensuring best practices. * Reduced training costs by 25% per agent through revamped training strategies and process documentation. * Lowered labor expenses by 30% by successfully outsourcing customer se...
Customer Service RepresentativeApr. 2016 -
Jun. 2016
GearLaunchCustomer Service Representative
Remote* Handled 150+ customer inquiries daily using Zendesk, achieving a 90%+ customer satisfaction rating. * Resolved 93% of support cases independently, escalating only highly complex issues. * Provided detailed case studies and knowledge base documentation, leading to improved support efficiency.

Perla's Posts

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    About myself

    With over a decade of experience managing remote customer experience teams, I specialize in scalable support solutions and dispute resolution. Notably, I reduced refund losses by 30% and improved efficiency by automating Zendesk processes, achieving a 40% reduction in manual tasks.

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    Job Description

    Seeking a role that emphasizes hands-on customer support within a remote, collaborative setting. I aim to leverage my skills in an environment that prioritizes clear processes, innovative tools, and a customer-centric approach, while continuing to develop professionally.

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    How to contact

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