Senior Customer Advocate by Jelo Velasquez

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.

5. 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.

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Posted Nov 14, 2024

As a Senior Customer Advocate , I provided customer support, handled escalations, and trained new hires, ensuring high service quality and trained new hires.

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