Open to opportunities

Gelvin Geovanni Flores

@gelvingeovanniflores

Message

I build and lead support operations that resolve complex enterprise issues and improve customer experience.

United States

Message

What I'm looking for

I'm looking to lead customer support or support operations where I can improve service delivery, develop teams, resolve complex escalations, and partner with cross-functional teams to strengthen customer experience.

I've led customer support and support operations across Varonis, Synack, Human API, Wix, Miles, Insikt, Fitbit, and TELUS International for more than 15 years.

At Varonis, I own executive-level escalations and critical enterprise issues, coordinating Support, Sales, Engineering, and Account teams through triage, resolution, and executive updates.

At Synack and Human API, I built service desk, ticketing, knowledge-base, KPI, forecasting, capacity-planning, and support operating processes while leading remote teams across the United States, United Kingdom, and Mexico.

I've managed multilingual customer care, technical support, complex escalations, quality assurance, coaching, and customer-feedback programs. I work closely with Product, Engineering, Sales, Customer Success, and Operations to turn recurring issues into better workflows and customer experiences.

Experience

Work history, roles, and key accomplishments

Critical Account Program Manager

Varonis

Jun 2025 - Jul 2026 (1 year 1 month)

Owned executive-level escalations and critical issues across assigned enterprise accounts, serving as the single point of accountability through resolution. Coordinated Support, Sales, Engineering, and Account teams during incidents and high-risk customer situations.

Escalation Management Incident Management Enterprise Support Customer Success Cross Functional Collaboration Risk Management

Manager of Support Operations

Synack

Apr 2022 - Nov 2024 (2 years 7 months)

Built an internal Service Desk to centralize requests, improve visibility, and establish workflows for support and operational work. Led a remote team across the United States and United Kingdom, managing daily operations, performance, workload, coaching, and service delivery.

Service Desk Operations Team Leadership Knowledge Management KPI Reporting Forecasting Capacity Planning SLA Management Root Cause Analysis

Manager of Support Operations

Human API

Dec 2020 - Apr 2022 (1 year 4 months)

Helped establish Customer Support and Support Operations, including ticketing infrastructure, KPIs, workflows, and operating processes. Managed and developed remote agents in the United States and Mexico, owning escalations, support tickets, live chat interactions, and recurring-issue RCA documentation.

Support Operations Ticketing Systems KPI development Escalation Management Live Chat Root Cause Analysis Knowledge Management Cross Functional Collaboration

Global Market Customer Care Manager

Wix

Apr 2019 - Oct 2020 (1 year 6 months)

Managed a multilingual customer care team for the Spanish-speaking market and led initiatives to improve customer satisfaction and market acquisition. Partnered with Product, Design, and Marketing on competitor analysis, user outreach, and data-driven customer feedback.

Customer Care Management Multilingual Support Customer Satisfaction Market Acquisition Cross Functional Collaboration Data driven Feedback

Customer Support Manager

Miles

Aug 2018 - Feb 2019 (6 months)

Established the Customer Support function, including KPIs, reporting structures, quality assurance, CRM tools, and multichannel support across email, phone, social media, and iOS app reviews. Oversaw sprint implementation, bug tracking, and Scrum-related workflows.

Customer Support KPI development Quality Assurance CRM Tools Multichannel Support Scrum Bug Tracking Knowledge Management

Customer Support Manager

Insikt

Aug 2017 - Aug 2018 (1 year)

Managed 10-12 customer support associates through coaching, KPI reviews, performance evaluations, hiring, training, and onboarding. Handled escalated and high-priority customer cases while implementing processes, policies, and operational improvements with internal teams.

Team Management Coaching KPI Reviews Performance Evaluation Hiring Training Onboarding Escalation Management Process Improvement

Technical Support Agent & Escalations Expert

Fitbit

Apr 2015 - Aug 2017 (2 years 4 months)

Provided technical support by email, chat, and phone; managed complex escalations and high-priority cases while supporting Team Leads with troubleshooting and process-improvement feedback.

Technical Support Email Support Live Chat Phone Support Escalation Management Troubleshooting Process Improvement

CS Supervisor

Telus International

Mar 2011 - Feb 2015 (3 years 11 months)

Supervised customer support agents through coaching, performance feedback, KPI management, QA/client calibrations, business reviews, and onboarding support.

Supervision Coaching Performance Feedback KPI Management Quality Assurance Client Calibration Business Reviews Onboarding