Looking for a job

Hernán Mauricio Coronel

@hernanmcoronel

CX Lead Trainer and former Team Lead: onboarding, QA and coaching for support teams. Native Spanish, C2 English. EU citizen, remote (CET).

Italy

Message

What I'm looking for

Fully remote Customer Experience or Customer Support Team Lead role, or a Training and Enablement Lead role within a support or CX team. I build onboarding programs, QA frameworks and knowledge bases, and coach agents using performance metrics. Spanish (native) and English (C2). EU citizen, based in Italy.

At CookUnity, I lead the Training Materials function, directing two analysts and shaping content strategy, quality standards, and delivery across onboarding and CX enablement. I replaced a 300+ slide onboarding deck with “The Vault,” a searchable knowledge base of 96 SOPs and 102 knowledge tests, cutting SOP search time to under one minute.

I’ve led or co-led onboarding for 119 new hires in 2025, with go-live readiness by week four. My work includes 1:1 coaching, KPI tracking, and 90-day follow-up; one cohort improved productivity by 31%, IQS by 8.31 points, and CSAT by 4.9 points.

I built CookUnity’s Training Content QA Framework and Audit Register, establishing ownership, review cadence, severity levels, and SLAs. I also led the onboarding content migration from Lessonly to Rippling and designed a Peak Season course on escalation handling and de-escalation.

Before moving into CX, I taught English to teenagers and adults in Buenos Aires, and I’ve worked in customer support across phone, chat, email, and SMS. I use AI-assisted workflows for SOP drafting, structured documentation, quality checks, and content iteration.

I’m a native Spanish speaker with C2 English, living in Italy (CET) as an EU citizen. I’m looking for remote roles in Europe as a Support/CX Team Lead, Support Trainer, or CX Enablement and QA specialist.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Lead Trainer (L3)

Current

CookUnity Inc.

Aug 2023 - Present (3 years 2 months)

Leads the Training Materials function, directing two analysts and owning content strategy, quality standards, and delivery across onboarding and CX enablement. Led or co-led onboarding for four 2025 cohorts (119 new hires) with go-live readiness by week 4, improving productivity, quality scores, and CSAT.

Training Onboarding Content Strategy Quality Assurance KPI Tracking Coaching Zendesk Kustomer Notion Lessonly Rippling Tableau AI Tools ChatGpt Notion AI Zoom Google Meet

Customer Experience Team Lead

CookUnity Inc.

May 2023 - Aug 2023 (3 months)

Managed queue health and shift operations, resolving escalations across phone, chat, and email. Provided shadowing, uptraining, and complex-case guidance for new Customer Experience Specialists and handled high-ARPU escalations.

Queue Management Escalation Handling Coaching Voice Of Customer Zendesk Kustomer Operational Liaison

Customer Support Specialist, Level 2

CookUnity Inc.

Sep 2022 - May 2023 (8 months)

Provided shadowing and uptraining for Level 1 Specialists, guiding them through complex cases. Specialized in high-ARPU retention and detractor outreach, and produced Voice of Customer reports for operational insights.

Customer Support Retention NPS Voice Of Customer Zendesk Kustomer

Customer Support Specialist, Level 1

CookUnity Inc.

Jul 2021 - Aug 2022 (1 year 1 month)

Handled high-volume multi-channel support (email, chat, SMS) for a fast-scaling D2C company. Resolved time-sensitive payment, account, and delivery issues, escalating complex cases when needed.

Customer Support Email Support Live Chat SMS Support Issue Resolution Zendesk Kustomer