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Gloria Pabon

@gloriapabon

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Customer service supervisor at Fitbit (Google) who handled technical escalations and improved the customer journey.

France

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At Fitbit (Google), I led and mentored support agents across chat, phone, and email, and worked on complex technical escalations. I used Root Cause Analysis to resolve systemic product issues and analyzed customer satisfaction metrics to improve the user journey.

At IDT (Boss Revolution) and AT&T, I provided bilingual customer support for money transfers, mobile top-ups, VoIP, billing, and technical issues. I also handled account security incidents and confidential user information in line with anti-fraud, data protection, and privacy requirements.

Since May 2024, I’ve worked independently as a Freelance Digital Content Creator & AI Support Integrator, creating interactive digital assets, multimedia presentations, and educational workbooks with generative AI tools. I perform quality assurance and prompt optimization for voice and text outputs.

Experience

Work history, roles, and key accomplishments

Current

Freelance Digital Content Creator & AI Support Integrator

Current

Independent

May 2024 - Present (2 years 5 months)

Design and deploy interactive digital assets, multimedia presentations, and educational workbooks by integrating generative AI platforms into daily operational workflows. Perform quality assurance and prompt optimization to ensure high-fidelity voice and text outputs.

ElevenLabs ChatGpt Gemini Gamma Canva Prompt Engineering Digital Content Creation Quality Assurance

Customer Service Supervisor

Fitbit (Google)

Nov 2015 - May 2018 (2 years 6 months)

Led and mentored a team of support agents across chat, phone, and email to meet KPIs. Specialized in high-complexity technical escalations and conducted Root Cause Analysis to resolve systemic product issues.

Zendesk Salesforce Slack Root Cause Analysis KPI Monitoring CSAT Escalation Management Team Leadership

Bilingual Customer Service Representative

IDT (Boss Revolution)

Dec 2014 - Nov 2015 (11 months)

Provided specialized bilingual assistance for international money transfers, mobile top-ups, and VoIP services. Managed payment processing inquiries and account security incidents, adhering to anti-fraud and data protection protocols.

Bilingual Support Payment Processing Fraud Prevention Data Protection Customer Retention

Bilingual Customer Service Representative

AT&T

Feb 2011 - Nov 2014 (3 years 9 months)

Resolved a wide range of customer inquiries in a fast-paced environment, ensuring first-contact resolution whenever possible. Managed confidential user information with 100% accuracy and de-escalated complex complaints.

Customer Service First Contact Resolutions De escalation Confidentiality Compliance