Julio Rafael P.

Senior Customer Operations & CX Specialist | Agile and Human-Centered Support for Global Teams 🏆 Top-Rated Plus Freelancer on Upwork I transform complex operations into scalable, seamless customer experiences. As a Senior Specialist in Customer Operations & CX Operations, I drive Operational Excellence, omnichannel support and continuous improvement through data‑driven decisions. In 2025, I reduced response times by 32%, optimized key processes and maintained 95%–100% Quality Assurance across all channels. I work with Process Improvement, KPI & SLA Management, Incident Management and AI + Human Support to elevate CSAT and ensure operational continuity in high‑demand environments. I believe support is not just solving tickets — it’s building trust and enabling intelligent, human‑centered operations. If you’re looking for measurable results and smarter operations, let’s connect. 🛠️ Tools Zendesk, Freshdesk, Shopify, Slack, Notion, ClickUp, Trello, Asana, Google Workspace, Microsoft Office, Canva, CRMs, booking systems, and more. 🚀 Want to stop carrying tasks that drain your time and energy? Let’s talk. I can help you streamline your operations, elevate your customer experience, and give your schedule the breathing room it deserves.