Paulino M.

I have over 8 years of experience in customer service and retention, with a strong track record of reducing cancellations, enhancing customer experience, and building long-term customer loyalty. I handle customer support through email, chat, and phone, managing a high volume of inquiries with professionalism, empathy, and efficiency. I also worked as a QA Analyst, where I reviewed interactions, coached agents, and helped improve team performance and customer experience. I’ve supported clients across healthcare, e-commerce, retail, car rentals, financial services, and ticketing, using tools like Zendesk, Gorgias, Shopify, Salesforce, Slack, and Microsoft Excel. How I can help your business: - Handle customer support (email, chat, phone) - Reduce cancellations through retention strategies - Manage refunds, disputes, and escalations - Improve team performance through QA and coaching - Manage CRM systems (Zendesk, Shopify, Gorgias, Salesforce) - Provide admin and e-commerce support I’m known for being reliable, adaptable, and results-driven, with a strong focus on solving problems and creating positive customer experiences.