david moncada

Managed a book of 10+ active client accounts, from initial setup through ongoing support. Onboarded clients onto algorithmic trading tools and prop firm account rules, and brought in $2,000+ in monthly revenue.

Worked a high-volume Gorgias queue across email, live chat and SMS, handling shipping issues, returns, exchanges, subscription changes, refunds and warranty claims. Used de-escalation to turn complaints into saves and escalated edge cases with clear notes.

Onboarded and trained groups of new hires, running product knowledge sessions and targeted coaching to close knowledge gaps. Worked between Operations and L&D to turn ticket trends into practical training content.

Researched competitors and analyzed sales data to support pricing and product positioning decisions. Supported the import of Mexican products into Colombia, researching demand and working with suppliers.

Pursued a Bachelor of Arts in International Business Management with coursework in logistics, supply chain, and international trade.