Summary
People-first customer service professional with 6 years across phone, chat, and email support for high-volume retail and SaaS teams. Consistently sustains a 96%+ CSAT while handling 60+ contacts per day, de-escalating tough conversations, and resolving issues on first contact. Bilingual (English/Spanish), fluent in Zendesk and Salesforce Service Cloud, and known for turning frustrated customers into loyal ones.
Highlights & Certifications
- Top CSAT, 4 quarters running — held a 96–98% satisfaction score, 8+ points above team average.
- President's Service Award (2024) for the highest first-contact-resolution rate on a 40-person floor.
- Bilingual support in English and Spanish; primary handler for all Spanish-language escalations.
- Zendesk Support Administrator certified and HDI Customer Service Representative (HDI-CSR) certified.
Experience
Senior Customer Service Representative
Mar 2021 – Present
Brightline Software (SaaS) — Austin, TX
- Resolve 65+ tickets per day across email, live chat, and phone in Zendesk, holding a 97% CSAT and an 84% first-contact-resolution rate.
- De-escalate billing and outage complaints for enterprise accounts, protecting an estimated $420K in annual recurring revenue through proactive save offers.
- Authored 30+ Zendesk macros and 18 help-center articles that cut average handle time by 22% and deflected ~500 tickets per month.
- Mentor and onboard new reps; coached 7 hires to CSAT targets within their first 30 days.
Customer Service Representative
Jun 2018 – Mar 2021
Meridian Retail Group — Round Rock, TX
- Managed 80+ inbound contacts per day in Salesforce Service Cloud across orders, returns, and account issues, sustaining a 95% CSAT.
- Led retention outreach that recovered 31% of at-risk customers, contributing to a 12-point lift in repeat-purchase rate.
- Handled all Spanish-language tickets for the team, reducing transfer rate on bilingual contacts by 40%.
- Recognized 3 times as "Rep of the Month" for quality scores and lowest reopened-ticket rate on the floor.
Customer Support Associate
Aug 2016 – Jun 2018
Lakeside Telecom — Austin, TX
- Fielded 50+ calls per day for billing and technical questions, exceeding the quality-assurance target every month.
- Maintained a 4.8/5 post-call survey average while keeping average hold time under 45 seconds.
Skills
CRM & Tools: Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, Gorgias, Five9, Slack, Microsoft 365, Google Workspace.
Service Strengths: Conflict resolution, de-escalation, multichannel support (phone, chat, email, social), active listening, complaint handling, retention and save offers, SLA management, knowledge-base authoring.
Languages: English (native), Spanish (fluent).
Education
Associate of Arts, Communications
2014 – 2016
Austin Community College — Austin, TX