Cherry Pedreño

I've supported customers across SaaS, eCommerce fraud-prevention software, web hosting, airline services, Google Workspace, and consumer technology for more than 12 years.

At MicroSourcing, I manage technical triage for high-volume Zendesk tickets, resolve integration issues with Technical and Merchant Health teams, and analyze merchant data to reduce friction in approval lifecycles. Previously, I resolved multi-channel customer inquiries through Zendesk and directed complex requests as a concierge.

At Rocket Station, I led a remote support team, maintained QA compliance, created centralized playbooks and SOPs, and provided real-time Genesys chat support for tutors and clients. I also managed lender communications, Outlook scheduling, and real estate transaction data for Merryoaks Property Finance.

My background includes troubleshooting web hosting, server-side issues, site security, internet connectivity, network performance, mobile services, payment systems, and hardware and software configurations. I use tools including Zendesk, Salesforce, Genesys, Atlassian Confluence, and Jira to deliver reliable, organized customer support.