Stefania K.

Stefania G. is a seasoned Customer Support Specialist with over three years of experience in multi-channel customer service, including chat support and incident resolution, based in Quito, Ecuador. She excels in handling high volumes of simultaneous interactions with clarity and empathy, emphasizing customer satisfaction and user experience. At an EdTech company, she managed concurrent chat interactions, executed customer onboarding, and maintained precise CRM updates, contributing to account retention and expanding opportunities by 30%. Her accomplishments include achieving a CSAT of 75% and reducing response times by 25% through process optimization. Previously, as a Sales and Customer Support Representative at Netlife, she exceeded monthly sales goals by 15% and achieved first-contact resolution in 80% of cases. Her proficiency in Zendesk, Salesforce, and HubSpot CRM has been fundamental in generating insights and improving customer experience. She is certified in Customer Success Management and Inbound Customer Service, among others, and holds a degree in Communication Social from Universidad Politécnica Salesiana.