Open to opportunities

Elsa Isordia

@elsaisordia

Message

I resolve complex bilingual SaaS support issues across global customer workflows.

Zimbabwe

Message

What I'm looking for

I’m looking to apply bilingual technical support, cross-functional problem-solving, and empathetic customer communication in a fast-paced global SaaS environment.

At Karat Inc., I provide real-time bilingual technical support to global users, managing 20–25 complex Zendesk, chat, and email tickets per hour while meeting strict quality and turnaround standards.

I partner with engineering, product, and frontline support teams to investigate technical product issues, manage escalations, and document user behavior for training references and help guides. My toolkit includes Zendesk, Jira, Confluence, Monday.com, Slack, UKG, and Grafana.

Previously at Fetch, I resolved high volumes of customer requests under strict SLAs and used Jira to log and escalate complex account edge cases.

My experience also includes compliance and policy work at Maxy Media, where I led Zoom consultations, audited promotional assets, and created communication scripts. I’m studying Psychology to bring active listening, neuro-linguistic insights, and radical empathy to global customer scenarios.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience & Support Specialist

Current

Karat Inc.

Feb 2024 - Present (2 years 6 months)

Provides real-time bilingual technical support to global users, managing a fast-paced queue of 20-25 complex tickets per hour via Zendesk, chat, and email. Partners with cross-functional teams to resolve technical issues and maintains documentation.

Zendesk Jira Confluence Monday.Com Slack UKG Grafana Case Management Ticket Triage SLA Management Cross Functional Collaboration Email Live Chat Active Listening

Specialist ROI Ads

ROI Ads

Jan 2024 - Dec 2024 (11 months)

Structured cross-functional project boards on Monday.com to track tasks, balance team workflows, and reduce operational friction while meeting tight deadlines.

Monday.Com Project Management Workflow Optimization

Bilingual Support Specialist

Fetch

Sep 2023 - Feb 2024 (5 months)

Resolved high volumes of incoming customer requests with maximum accuracy under strict response-time SLAs. Conducted deep-dive account troubleshooting and leveraged Jira to log and escalate complex edge-cases.

Jira SLA Management Troubleshooting Escalation Management

Compliance and Policy Specialist

Maxy Media

Jan 2022 - Dec 2023 (1 year 11 months)

Facilitated weekly live video consultations with account managers and creators to resolve international policy doubts. Audited digital promotional assets and authored communication scripts based on evolving platform compliance metrics.

Zoom Compliance Policy Audit Script Writing