Gerardo Gonzalez Martinez

Delivered high-volume customer support through Zendesk, Intercom, chat, and email while resolving complex payroll, benefits, invoice, compliance, and account-management issues. Maintained SLA compliance, managed escalations, and improved case documentation and support workflows to strengthen customer satisfaction.

Supported global customers in an Employer of Record (EOR) environment by handling payroll, benefits, and compliance inquiries. Managed Zendesk/Intercom ticket workflows with SLA adherence, updated internal records and knowledge bases, and contributed to process improvements that increased support efficiency.

Analyzed operational and customer support data from SAP and internal systems to improve reporting accuracy and support SLA tracking. Built Power BI dashboards and KPI reports for leadership, strengthened data validation and reporting workflows, and supported compliance audits for ISO 27001 and CMMI initiatives.

Led service desk operations to ensure SLA compliance and KPI achievement while managing escalations and operational support activities. Trained and mentored new hires, coordinated stakeholder communication, and drove continuous process improvement to enhance service delivery.

Provided global technical support via phone, email, chat, and ticketing systems while resolving hardware, software, VPN, Office, and Active Directory issues in SLA-driven environments. Managed ticket queues and escalations using ITIL best practices, ensuring timely resolutions and high-quality documentation.

Monitored customer interactions to ensure quality assurance and KPI compliance, and coached agents on customer service, communication, and issue resolution best practices. Supported onboarding, training, and performance improvement activities, helping drive customer satisfaction through continuous feedback and escalation support.

Earned a bachelor’s degree in Graphic Design from Universidad de Comunicación Avanzada in 2011.