Susana Zambrana
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Customer Support, Success and Insights
Cochabamba, Cochabamba Department, Bolivia
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Jobs
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Customer Support ContractorModSquadNov 2021 - Current (3 years 8 months)- Ticket and chat support for various clients.- Customer Support ManagerMozioApr 2019 - Oct 2020 (1 year 7 months)- Management of a team of 8-10 agents at a ground transportation company. - QA and KPI reports on agents' performance. - Point of contact for escalated cases from the T2 team. - Leader of the collaboration team for our supplier QA project. Liaison between the customer support and supply teams with our largest supply partners. - Leader of the translation team. Collaborated with colleagues and freelancers to translate our site and app content into different languages.
- Customer Support RepresentativeMozioJul 2018 - Mar 2019 (9 months)- Handling of support requests through different channels (phone, chat, email) - As a Tier 2 agent I handled escalations that Tier 1 was not trained for. - Resource site review and update. - Translation project lead.
- H- Field Auditor (contract)HS brands, RemoteSep 2017 - Jun 2018 (10 months)- QA and research as a mistery shopper for a major credit card client for a product launch in the Caribbean region.
- Head of OperationsNatural EnglishFeb 2013 - Oct 2013 (9 months)- Account management of corporate and individual clients. - Management of the marketing, admin and academic departments. - Legal representation for the company.
- Academic CoordinatorNatural EnglishSep 2011 - Feb 2013 (1 year 6 months)
- English as a Second Language teacherNatural EnglishJun 2007 - Sep 2011 (4 years 4 months)
Education
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- Licenciate in Law (Juris Doctor)Universidad Privada del ValleJan 2006 - Jan 2012 (6 years 1 month)