Emiliano Loyo
@emilianoloyo
I build customer support training and onboarding programs for SaaS teams.
ZimbabweWhat I'm looking for
At HighLevel, I design and deliver role-specific training, onboarding, and enablement programs for Customer Support teams. I create training materials, guide new hires through 30- and 90-day goals, and use feedback and performance metrics to improve representative performance and customer satisfaction.
Previously at ResultsCX, I designed and delivered programs for 700+ agents across GameStop and The Home Depot, supported a greenfield Florida site launch, and adapted facilitation across Costa Rica and Panama. My frontline customer support experience helps me translate technical concepts into accessible, practical learning.
Experience
Work history, roles, and key accomplishments
Design, develop, and update training materials, including presentations, manuals, and online resources, tailored to the needs of different job roles in the Customer Support Department. Deliver job-specific training sessions to new employees of the Support team, focusing on essential skills, processes, tools, and systems required to perform their roles effectively. Design, develop and train the exi
Worked as Senior Customer Support Specialist at HighLevel.
Worked as Customer Support Specialist at HighLevel.
Practiced translating technical concepts into simple, accessible language across roughly 80 calls per week with prospective customers — a core facilitation skill applied later in training delivery.
Designed and delivered training programs for 700+ agents across two lines of business (GameStop and The Home Depot), including specialized tracks such as Major Appliances and General Merchandise. Partnered directly with client stakeholders to align training content with brand and performance standards. Trained new agents for a greenfield site launch in Florida for the GameStop line of business, bu
Worked as Trainer at ResultsCX.
Gained frontline experience handling customer inquiries, later used to ground training content in real agent scenarios.
Worked as Customer Service Agent at ResultsCX.
Worked as Director de ventas at Comercializadora e Importadora MEDLO.
Education
Degrees, certifications, and relevant coursework
COLEGIO AMERICANO
General High School Diploma
Universidad Autónoma de Yucatán
Law Studies (Not Completed)
Universidad Autonoma de Yucatan
Law
2014 - 2019
Universidad Autonoma de Yucatan
Bachelor of Laws, Law
2014 - 2019
Pursued a degree in Law, gaining foundational knowledge in legal principles and practices.
Colegio Americano de Merida
Bachillerato
2010 - 2013
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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