Veronica A.
✨ Newly AddedSenior Customer Experience Specialist
Notable Highlight
Notable Highlights Over 15 years of experience in customer support and operations across e-commerce, startups, enterprise, and professional services. Nearly 10 years managing business operations, documentation, and process improvement initiatives.
Experience Summary
Veronica brought over 15 years of experience in customer support, operations, and remote team environments across e-commerce, SaaS, legal services, and enterprise organizations. She managed high-volume customer inquiries, order management, onboarding, process documentation, and cross-functional operations while delivering responsive, empathetic customer experiences. Her background included supporting Shopify-based e-commerce operations, handling refunds and fulfillment issues, implementing customer support systems such as Zendesk and Gorgias, developing SOPs, and improving operational workflows. As an Operations Manager, she led business operations, documentation, training, and process implementation, demonstrating strong organizational and project management capabilities. Veronica was bilingual in English and Spanish and highly proficient with remote collaboration tools including Slack, ClickUp, Google Workspace, Zendesk, Gorgias, and Microsoft Teams.
Key Achievements
Over 15 years of experience in customer support, operations, and remote work across e-commerce, startups, enterprise organizations, and professional services. Successfully implemented customer support systems, standard operating procedures, and knowledge base documentation to improve operational efficiency and customer experience. Led business operations for nearly a decade, overseeing projects, documentation, process improvements, and team support. Managed high-volume customer support while consistently meeting service level agreements and delivering exceptional customer experiences. Progressed through multiple leadership and operations roles by demonstrating strong problem-solving, organizational, and cross-functional collaboration skills. Fluent in English and Spanish with extensive experience supporting global remote teams and driving continuous operational improvements.
Skills
Work Experience
Bilingual Customer Service Representative
LG · E-commerce / Consumer Products · Oct 2025 – Jan 2026
- Provided high-volume email support via Gorgias, resolving order, shipping, and product questions.
- Processed order changes, refunds, and returns in Shopify with accurate documentation.
- Coordinated with couriers and fulfillment to track packages and resolve delivery issues.
- Maintained fast, clear communication while meeting seasonal SLA/FRT targets.
Bilingual Customer Service Representative
TE · E-commerce Retailer · June 2025 – Oct 2025
- Delivered high-volume bilingual support via phone, email, and chat, handling orders, returns, and inquiries.
- Followed SOPs and tone guidelines while resolving issues and escalating complex cases when needed.
- Documented interactions and cases accurately using internal tools in English and Spanish.
Customer Experience Associate
UBS(PT · Feb 2025 – May 2025
- Supported the launch of a niche product at a fast-growing startup by building customer support SOPs and processes.
- Configured and implemented Zendesk Talk and Zendesk AI, including help center setup and documentation.
- Provided empathetic phone and email support, resolving product-related inquiries.
- Collaborated with leadership to share customer feedback and recommend process improvements.
Support Associate
UBLF(JD · Feb 2023 – Nov 2024
- Collaborated with Case Managers on client onboarding tasks such as scheduling, document intake, and follow-ups.
- Communicated with clients via email and phone to provide updates and resolve inquiries.
- Collected client feedback through survey projects to improve service quality.
- Researched information to support active legal case projects.
Partner - Operations Manager
GT · May 2013 – Jan 2023
- Led day-to-day operations, managing projects, documentation, training, and process setup across the business.
Service Manager
a previous company · Mar 2012 – May 2013
- Provided service management support for the Novartis account across EMEA, with global backup coverage.
- Managed incident follow-up across all severities, ensuring proper assignment, escalation, and timely resolution.
- Coordinated executive alerts, changes, and recovery actions for major incidents, keeping stakeholders informed.
Duty Manager
a previous company · Dec 2010 – Mar 2012
- Coordinated Severity 1 and 2 incidents for Novartis, Gates, and Manpower accounts, including executive alerts and follow-ups.
Mission Control Analyst
Tel. · May 2008 – Nov 2010
- Coordinated and supported 30–50 Tier 1 and Tier 2 agents for the MSN account.
- Monitored service levels and call volumes using Avaya and internal tools.
- Assigned tickets to Tier 2 agents based on skills and availability.
Supervisor
Tel. · Jul 2007 – May 2008
- Led a team of 20 Tier 1 Customer Service Representatives, coaching performance, product knowledge, and adherence to attendance and quality standards.
- Handled escalated customer cases and followed through to resolution.
CRO (Tier 2 Support)
Tel. · Jul 2006 – Jul 2007
- Resolved escalated Tier 2 customer issues related to product defects, complaints, and safety concerns.
- Reported potential PR, safety, and CSAT risks to the client, followed up on cases, and supported Tier 1 training and mentoring.
Customer Service Representative
Tel. · Nov 2003 – Jul 2006
- Provided phone support for Dell, MCI, and Motorola accounts, assisting customers with products, services, billing, and technical inquiries.
- Documented call details and resolutions accurately in client CMS tools.