Paulette Arellani Multilingual Customer Success Professional • Software

Cusrtomer Service

Palmstreet

Feb 2024 - May 2025 (1 year 4 months)

Responsibilities: I'm a Customer Support and Relations Specialist with a background in Business Administration and previous degree in Psychology. Fluent in more than five languages, I bring a rich cultural perspective that enhances my ability to connect with diverse individuals and navigate global markets effectively. I combine technical expertise with over 8 years of experience in Customer Relationship roles. My strengths span SEO, marketing, sales, team leadership, management, proofreading, data entry, and email management. With five years of remote work experience across various industries, I have consistently delivered exceptional customer satisfaction. My expertise covers multiple support channels, including live chat, ticketing system

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Customer Service

Dec 2023 - Jan 2024 (2 months)

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Customer Success & Sales Team Leader

Box Brownie. com

Jan 2022 - Jan 2024 (2 years 1 month)

Key Skills: Leadership • CRM • Cross-functional Collaboration • Analytical Skills • Problem-Solving • Marketing Collaboration • Product Knowledge • Sales • Reporting and Analysis Responsibilities: Lead sales team to meet and exceed targets while delivering exceptional customer service. Manage customer accounts, ensuring accuracy and timely resolution of inquiries

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Costumer Success Lead and Customer Service Manager

Bitewell / My Happy Pantry

Jan 2020 - Jan 2022 (2 years 1 month)

Responsabilities: Collaborate cross-functionally to identify and capitalize on opportunities to enhance customer satisfaction and overall shopping experiences As a Customer Success Lead, I was responsible for ensuring customer satisfaction and retention by providing exceptional support and guidance throughout the customer journey. I developed strong relationships with clients, understanding their needs and proactively addressing any concerns to enhance their experience with our products. Additionally, I played a key role in the recruitment process for the agent position, which allowed me to identify and onboard talent that aligned with our customer-centric values, ultimately contributing to a more effective support team.

IT Tech Specialist / Costumer Success and Support SaaS

CLOZE

Jan 2019 - Jan 2020 (1 year 1 month)

As an IT Tech Specialist focused on Customer Success and Support in a SaaS environment, I provided technical support via email, chat, and phone for prompt issue resolution. I effectively troubleshot software problems, collaborated with product teams on bug reporting, and suggested improvements related to user interface issues, functionality problems, and integration challenges. Additionally, I managed all client accounts at Cloze, a SaaS company, which involved regular data entry to update client records, usage logs, and support interactions. Account management was a core part of my role, ensuring client retention, onboarding, and satisfaction throughout the customer lifecycle, thereby enhancing the overall customer experience and success.

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Tech Support Engineer

SaS Company Company: Monograph.com

Jan 2017 - Jan 2019 (2 years 1 month)

Provided technical support and resolved customer inquiries using tools like Intercom, Slack, and Zoom. Created and maintained support articles in Notion to enhance self-service resources. Monitored and responded to incoming tickets and live chats to ensure timely resolution of customer inquiries. Managed payments and resolved billing issues using Stripe. Troubleshot complex technical issues with engineering knowledge. Oversaw daily operations with tools like Full Story, Canny, and Linear to optimize workflows. Collaborated with cross-functional teams to address customer feedback and improve the product. Analyzed support metrics and generated reports to drive continuous improvement. Collaborated with product, engineering, sales, and success

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Technical and Customer Success Manager

5ca (Epic Games) REMORE JOB

Jan 2017 - Jan 2019 (2 years 1 month)

As a Technical and Customer Support Manager, I provided exceptional customer service through prompt and efficient responses via phone, email, and chat, while leveraging advanced software for organized documentation and follow-up. Additionally, I took on recruitment responsibilities, specifically focusing on hiring for the agent position, which ensured that our team was equipped with skilled professionals to enhance our service delivery and customer satisfaction. Furthermore, I recognized the importance of data entry in my role, as it was essential for logging player issues, updating internal systems, and tracking bug reports. Maintaining accurate records not only facilitated efficient resolution but also contributed to delivering high-quali

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Front Desk Manager

DIDI Chuxing Technology

Jan 2017 - Jan 2018 (1 year 1 month)

As a Front Desk Manager, I was responsible for overseeing daily operations, ensuring exceptional customer service, and managing front desk staff to create a welcoming environment. My key skills included strong interpersonal skills, tech support, organizational skills, conflict resolution, leadership, and documentation and administration. I regularly handled data entry tasks related to partner onboarding and issue tracking, which were essential for maintaining accurate records and facilitating smooth operations. Additionally, I utilized CRM tools to manage restaurant and customer interactions, ensuring effective communication and timely service resolution. I also supported order management processes by coordinating with delivery partners and

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Supervisor, Sales Manager, Trainee, IT Support, Customer Success

Comcast Xfinity

Jan 2016 - Jan 2019 (3 years 1 month)

As a Supervisor, Sales Manager, Trainee, IT Support, and Customer Success professional, I was responsible for monitoring performance and ensuring product knowledge across the team. I generated marketing leads through collaboration with national and international wholesale agencies, receptive agencies, operators, and organizers. Additionally, I regularly maintained customer records and updated internal databases, which were crucial for generating performance and customer satisfaction reports that supported decision-making. These data entry and reporting skills were essential in improving service efficiency and tracking team KPIs, ultimately contributing to our overall success.

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Costumer Success, Customer Care Manager and Sales Executive

American Express (Amex Travel Agency)

Jan 2016 - Jan 2017 (1 year 1 month)

As a Customer Care Manager and Sales Executive, I was responsible for overseeing customer service operations, ensuring high levels of customer satisfaction, and driving sales growth through effective team management and strategic initiatives. I developed training programs for staff to enhance service delivery and implemented feedback mechanisms to continuously improve customer interactions. Additionally, I engaged in recruitment efforts for the agent position, which allowed me to select candidates who aligned with our customer service values and contributed to a positive team dynamic. Furthermore, I utilized data entry skills to manage bookings, update customer profiles, and process itinerary changes, ensuring accurate and timely informatio

Amazon Customer Success Specialist Manager

Amazon

Jan 2015 - Jan 2017 (2 years 1 month)

As an Amazon Customer Care Specialist Manager, I provided exceptional customer service through prompt and efficient responses via phone, email, and chat, diagnosing customer issues and offering appropriate solutions. Additionally, I was involved in the recruitment process for the agent position, ensuring that we selected candidates who were well-suited to deliver high-quality customer support, thereby enhancing our team's overall performance and service delivery. My role also involved frequent use of data entry and data reporting to track customer issues, analyze trends, and support service improvements. Furthermore, I collaborated with fulfillment and logistics teams, which required hands-on order management and resolution of delivery issu

Costumer Success Manager

SkipTheDishes

Jun 2013 - Jan 2015 (1 year 8 months)

As a Customer Success Manager, I focused on building strong client relationships and conducting data analysis to drive upselling and cross-selling opportunities, ultimately enhancing customer retention. My role also involved order management, which was central to my responsibilities at SkipTheDishes. I effectively handled escalations, monitored real-time order flow, and coordinated between customers, restaurants, and couriers to ensure smooth and timely deliveries. This experience not only improved my ability to manage high-volume, time-sensitive operations but also contributed to overall customer satisfaction and loyalty.

Tech Support Manager

Shopify

May 2013 - Jan 2014 (9 months)

As a Tech Support Manager, I was responsible for training and development initiatives aimed at enhancing the skills of the support team. I focused on delivering exceptional client service related to e-commerce products and services. Additionally, I took on recruitment responsibilities, specifically for filling the agent position, which allowed me to ensure that our team was equipped with the right talent to meet client needs effectively. I recruited for applying the agent position

Paulette Arellani

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