Alejandro de la Rosa
About
Detail
Jalisco, Mexico
Résumé
Jobs
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- SSenior Support AgentSurferSEOMay 2021 - Current (5 years 1 month)• Launched and owned afternoon support coverage for the Americas, reducing backlog and response times by ~40%. • Conducted onboarding demos and re-engagement calls to support user retention, utilizing video calls to enhance customer interaction and understanding. • Translated complex technical logic into accessible, user-friendly explanations; created +40 internal/external help articles. • Joined dev calls to gather details and QA insights for product documentation and user guidance. • De-escalated challenging customer interactions and turned them into positive experiences. • Mentored team members by identifying patterns and simplifying complex tickets. • Flagged valuable user feedback and influenced product decisions as support
- HSupport LeadHabanero StudiosFeb 2018 - Jan 2021 (3 years)• Built the customer support department from the ground up. • Developed training materials and onboarding processe for new hires. • Participated in recruitment and hiring for the CS team.
Customer SupportWrikeFeb 2017 - May 2017 (4 months)- MTech SupportMixMax, Inc.Aug 2016 - Dec 2016 (5 months)
- Tech Support IIZebra TechnologiesJun 2013 - Apr 2016 (2 years 11 months)
Education
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- UInformation Technologies EngineeringUniversidad Tecnológica de Tamaulipas Norte.Aug 2010 - Jan 2014 (3 years 6 months)
Awards
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- SSurfers behind SurferSurferSEOJul 2025 - Aug 2025 (2 months)Recognized by Surfer for my contributions as a Support Specialist. This feature highlighted my approach to customer experience, showcasing how I collaborate across teams and maintain high standards in every interaction. It reflected my ability to combine product knowledge with empathy, and to represent the voice of our users on a global scale.