David Mora Customer support | Customer Experience | Operations | Knowledge

Customer Support Specialist

DataCamp

Mar 2025 - Current (1 year 2 months)

As a Customer Support Specialist, I was responsible for providing exceptional service to customers, addressing inquiries, and resolving issues efficiently to enhance customer satisfaction. I collaborated closely with team members to ensure a seamless support experience and maintained detailed records of customer interactions. Additionally, I utilized Google Sheets to store several Standard Operating Procedures (SOPs) for collaborative work and tracking purposes, which helped streamline processes and improve team productivity. My personal productivity tracking was also managed through Google Sheets, allowing me to monitor my performance and identify areas for improvement.

Customer Support Specialist

Lodgify

Jul 2024 - Mar 2025 (9 months)

As a Customer Support Specialist, I was responsible for providing technical support to customers via email, phone, or chat, ensuring a high level of customer satisfaction and timely issue resolution. I troubleshot complex technical issues related to the Lodgify software and collaborated closely with the development team to resolve customer concerns effectively. Additionally, I identified and documented bugs or issues in the Lodgify software to facilitate continuous improvement. I also utilized Google Sheets for internal team coordination and productivity tracking, where I managed collaborative projects and collected reports on product issues, enhancing our overall efficiency in addressing customer needs.

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Senior Customer support & Operations analyst

Best Friend Finance

Aug 2023 - Jul 2024 (1 year)

1. Management of customer complaints through the implementation of effective resolution strategies. 2. Design and Implementation of Systems for Operations and Customer Support procedures. 3. Lead for Documentation and Training, to ensure a proficient and knowledgeable workforce. 4. Involvement on projects for improving Customer Experience flows and Internal procedures, including monitoring WhatsApp groups where leads and existing customers shared product issues and inquiries, which allowed for effective routing of customers to the Standard Operating Procedures (SOP). Additionally, utilized Google Sheets to store and manage data from internal projects, ensuring organized access to critical information for operational efficiency.

Customer Support & Operations analyst

Reserve

Jun 2021 - Aug 2023 (2 years 3 months)

1. Received and processed customer transaction requests and customer support chats, ensuring high customer satisfaction rates and meeting KPIs. 2. Led and supported training coordination from onboarding through training and evaluation, including new launch, process, and system trainings. 3. Managed social media communications by responding to customer comments on Twitter and PlayStore, effectively routing customers to the standard support experience and assisting with their inquiries, which contributed to a more comprehensive customer support strategy.

Spanish Teacher

Baselang

Jul 2017 - Sep 2017 (3 months)

Spanish online tutor to native English speakers.

High School Teacher

Colegio San Ignacio de Loyola

Sep 2014 - Jan 2018 (3 years 5 months)

1. Psychology and Philosophy teacher 2. Counselor teacher for Junior year group.

David Mora

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