Florencia G.

I help growing businesses take better care of their customers while keeping the systems and processes behind that experience organized, efficient and scalable. I bring more than 10 years of customer support and operations experience across multinational companies and different industries, including insurance, hospitality, software and marketing. I’ve supported customers in person, by phone, email and chat. My approach to customer support goes beyond simply answering tickets. I listen carefully, ask the right questions to understand what the customer actually needs, and take ownership of finding a solution. If I promise a follow-up, I make sure it happens on time, even when there is no new information to share. I’ve found that consistent communication can make a huge difference in how a customer experiences a problem. I also pay attention to patterns. If the same issue keeps coming up, I look beyond the individual customer and ask whether there is a process, system or communication problem that can be improved. My priority is always to resolve the customer-facing issue first, and then, when needed, work internally on preventing the same problem from happening again. Alongside customer support, I have several years of hands-on experience with CRM and operational systems. In my recent role, I managed and optimized several GoHighLevel accounts, handled client onboarding through Zoom, supported communities, built workflows and automations, managed pipelines, created membership and course environments, and helped clients and team members understand and use their systems effectively. I’m especially comfortable working with online businesses, SaaS, coaches, course creators, memberships and service-based companies where customer experience and internal processes are closely connected. What I can help with: • Customer support via email, chat and community • Customer onboarding and client communication • Handling frustrated customers with empathy and clear follow-up • Identifying recurring customer issues and process improvements • CRM setup, organization and ongoing management • GoHighLevel setup, workflows and automations • Client onboarding systems and documentation • Membership and community support • Monday .com setup and task/workflow management • SOPs and process documentation • Cross-functional coordination and operational support • Reducing repetitive manual work through better processes and automation I’m comfortable learning new platforms quickly. I’ve become the go-to person for new tools in several of my previous roles, often going from learning a platform myself to documenting it and training teammates or clients. My background in psychology also influences how I work with people: I pay attention to what customers are actually saying, ask questions before making assumptions, and try to find solutions that are both practical for the business and respectful of the person on the other side. If you’re looking for someone who can understand your customers, take ownership of their experience, and also understand the systems behind it, I’d be happy to connect.