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Amy Inácio Acevedo

@amyincioacevedo

Bilingual CX, Operations & VA Specialist with 4+ years managing multi-channel workflows, SOPs, and tech support for global SaaS/EdTech teams.

Colombia

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What I'm looking for

I thrive in dynamic remote roles where I can bring order to complex workflows, streamline administrative/support tasks, and leverage tools like Jira, Salesforce, Slack, and Google Workspace. I am deeply interested in data analysis, social media strategies, and process automation to continually elevate team productivity and user satisfaction.

Over the past 4+ years, I have built a versatile career operating at the intersection of Customer Experience, Operations, and Virtual Support across fast-paced EdTech, SaaS, and LegalTech environments. My background spans managing multi-channel communication (email, chat, Slack, Help Scout), handling high-volume workflows under strict SLAs, and acting as a bridge between users, Product, and Engineering teams.

Key Achievements & Core Skills:

• Operational Efficiency & SOPs: Authored comprehensive Help Center documentation, internal FAQs, and SOPs that noticeably reduced recurring inquiries and streamlined cross-functional handoffs.

• Data-Driven & Problem Solver: Adept at root-cause analysis, software bug reproduction, and tracking system health metrics to flag bottlenecks early and optimize daily processes.

• Cross-Functional & Team Support: Led team onboarding, junior mentorship, and account-wide strategy implementation in 100% remote, distributed settings.

Experience

Work history, roles, and key accomplishments

Senior Customer Experience Analyst

Slang

May 2026 - Sep 2026 (4 months)

Point of contact between client-facing teams and internal departments in a fast-paced EdTech environment.

• Managed end-to-end multi-channel support handling 100–150 daily interactions with strict SLA adherence.
• Standardized account-wide support protocols.
• Tracked account usage trends and operational data to flag system bottlenecks.
Tools: Help Scout, Slack, WhatsApp, Jira, Product workflows.

Slack Help Scout WhatsApp Customer Support Issue Resolution Data Analysis Reporting Collaboration

Customer Support Specialist

8am

Jun 2025 - Mar 2026 (9 months)

Handled high-volume chat and email support for enterprise clients, specializing in diagnosing, reproducing, and escalating complex software bugs to engineering. Built and maintained comprehensive HelpCenter documentation and FAQs, driving user self-service adoption and reducing recurring ticket volume.

Customer Support Troubleshooting Documentation HelpCenter FAQ KPIs CSAT Remote Work

Senior Support Analyst

Slang

Oct 2024 - Jun 2025 (8 months)

Acted as the primary escalation point for complex technical issues, delivering root-cause analysis and detailed follow-up documentation for development teams. Tracked team KPIs and NPS metrics to identify service bottlenecks, driving internal workflow and process improvements.

Root Cause Analysis Technical Support KPI Tracking NPS Process Improvement Mentorship Cross Functional Collaboration

Support Analyst

Slang

Sep 2023 - Sep 2024 (1 year)

Delivered rapid, multi-channel technical support via live chat and email, managing multiple concurrent interactions without sacrificing SLA quality. Conducted manual QA testing on new feature releases, identifying platform bugs early and escalating detailed reproduction steps to engineers.

Technical Support Live Chat Email Support SLA Management Manual Testing Bug Reporting Case Documentation

Chat Representative Advocate

Webhelp

Mar 2022 - Mar 2023 (1 year)

Provided real-time, high-accuracy chat support in a high-volume environment while adhering to brand guidelines and compliance workflows. Documented and escalated complex user cases with detailed context for seamless handoffs to senior technical teams.

Customer Support Live Chat Compliance Escalation Management Documentation