Guadalupe Linares Linares

Customer Support Engineer

Coupa

Aug 2022 - Current (4 years 1 month)

Consistently exceeded customer satisfaction targets (CES > 4.7), earning top performance ratings. • Acted as a trusted advisor by providing high-quality technical assistance and resolving complex issues efficiently for top tier clients. • Collaborated with sales, product development, and other internal teams to enhance customer experience and success. • Led onboarding for new LATAM customers, providing in-depth training on the Coupa platform and ensuring seamless adaptation. • Ensured fast and accurate issue tracking and resolution. #1 performer in terms of clean backlogs and SLA (Service level Agreement) >95%.

Customer Support Agent

Coupa

Aug 2021 - Jul 2022 (1 year)

Surpassed key performance indicators, contributing to improved team efficiency and customer satisfaction. • Handled a high volume of inbound customer inquiries, providing tailored solutions to meet client needs. • Developed expertise and product knowledge across multiple verticals including Platform, Sourcing Events, Coupa Pay and others • Played a key role in team collaboration by mentoring new team members, contributing to team's efforts to meet and exceed service standards

Pca Preferred Customer Associate

UPS

Aug 2020 - Jul 2021 (1 year)

Provided account management support to Apple, handling logistics, escalations, and distribution challenges across the EU market. >30% overachievement of monthly targets. Team top performer. • Act as B2B associate by providing an enhanced level of customer service to Apple Europe by offering fast and efficient query resolution, proactive service updates and supporting business solutions. • Maintained proactive communication with Apple, resolving high-priority issues during product launches and seasonal peaks. • Produced daily performance reports, ensuring Apple received real-time updates and insights. • Collaborated with cross-functional teams to resolve complex issues, ensuring seamless service and high customer satisfaction

Billing Representative

UPS

Aug 2019 - Jun 2020 (11 months)

Delivered multilingual customer support (Spanish, English, Italian), efficiently resolving queries and enhancing customer satisfaction. Team top performer and consistent target overachievement of +20%. • Delivered top-tier customer support in a fast-paced environment, reducing call resolution times and enhancing service efficiency. • Served as the escalation lead for urgent top client issues, ensuring swift resolution. • Facilitated onboarding and training for new team members, improving team performance and service quality.

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Tour Guide

PASEANDO POR EUROPA

Jun 2017 - Jul 2019 (2 years 2 months)

Achieved #1 team ranking in customer reviews and tour cross-sales • Led high-rated tours in Dublin, ensuring excellent customer experience and satisfaction. • Developed and marketed new tour offerings, demonstrating strong project management and promotional skills.

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Manager and Waitress

Restaurante C’an Antonio

Jun 2016 - Mar 2017 (10 months)

• Responsible for activities, supervision, and organization of the waiters. • Managed contact with customers and providers. • Oversaw the restaurant's online presence, including website management and social media marketing.

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Tour Guide

Autocares Comas

Jun 2016 - Oct 2016 (5 months)

• Responsible for conducting walking tours and continuous contact with customers. Cross-selling of tours.

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Art Gallery Assistant

Galería Blanca Soto

Feb 2015 - Sep 2015 (8 months)

• Direct contact with customers and artists. Assembly and disassembly of the expositions. • Reception of emails and calls and management of the gallery website and social networks. • Face-to-face sales of contemporary masterpieces

Guadalupe Linares Linares

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