Senior Customer Advocate
Jelo Velasquez
Coach
Customer Success Manager
Customer Support Representative
Google Apps
Gorgias
Shopify
As a Senior Customer Advocate, I provided expert customer support while also taking on training responsibilities for new hires. I handled complex customer inquiries, product issues, and escalations, ensuring a high level of satisfaction. Additionally, I played a key role in onboarding and mentoring new team members, helping them understand company policies, customer service best practices, and CRM tools to provide exceptional support.
Key responsibilities included:
Customer Support
Address complex customer inquiries, resolve product issues, and ensure timely resolutions.
Training and Mentoring
Train new hires on customer service processes, CRM usage, and handling customer concerns.
Escalations Management
Handle escalated issues, ensuring prompt and effective solutions to customer problems.
Performance Metrics
Maintain high standards for response time, resolution rate, and customer satisfaction.
Process Improvement
Contribute insights and feedback to improve team workflows and enhance customer experience.
In this role, I balanced delivering excellent service to customers with supporting team growth, ensuring the continued success of both customers and the team.
