Alitzel Reyes

I’m a Customer Support Specialist with experience supporting SaaS, eCommerce, and retail-focused environments across phone, chat, and email. I handle high-volume customer interactions while staying empathetic, organized, and escalation-ready.

In my recent roles, I resolved complex order, account, and delivery issues and supported escalation workflows and ticket management processes following SLA guidelines. I’ve worked with merchants, VIP accounts, and at-risk customers in fast-paced customer-facing environments.

At SpotOn, I delivered Tier 1 technical support for SaaS, retail, and eCommerce, assisting merchants with account configuration, payment processing, online ordering, and platform-related issues. I managed 40+ customer interactions daily and supported performance targets like 90% CSAT while meeting SLA and First Call Resolution metrics.

I strengthen outcomes through clear customer communication and structured documentation, including SOP documentation and technical documentation. I also troubleshoot and perform root cause analysis, escalate complex cases when necessary, and collaborate with internal teams using CRM and ticketing workflows.