Ignacio Gonzalo Garfunkel

IG

Looking for a job

Ignacio Gonzalo Garfunkel

@ignaciogonzalo

Customer Support Team Lead at SoftSvit, leading 12 retention agents across CRM and iGaming operations.

At SoftSvit, I joined customer retention operations and was later promoted to Desk Manager, where I currently lead a remote team of 12 agents. I coach and support the team through onboarding, training, structured feedback, and daily follow-up.

I monitor KPIs, productivity, and quality, and conduct QA reviews of calls and customer interactions. I also manage CRM workflows, lead distribution, retention, reactivation, and complex customer escalations.

Earlier, I supported customers and day-to-day operations at Aiello Supermercados, Mostaza, and Banco Itau S.A. I also bring a technical background in IT support, computer repair, operating systems, and web development training.

Experience

Work history, roles, and key accomplishments

SO

Current

Desk Manager

Current

SoftSvit

Nov 2025 - Present (1 year)

Leading a remote team of 12 retention agents, overseeing KPIs, quality assurance, CRM workflows, and performance reporting.

Team Leadership Customer Retention KPI Management Quality Assurance CRM Coaching Onboarding Escalation Management Reporting Process Improvement Excel Google Sheets Google Workspace

AS

Customer Service / Cashier

Aiello Supermercados

Jan 2025 - Jun 2025 (5 months)

Provided direct customer service, handled payments, cash reconciliation, and supported inventory and stock control in a retail environment.

Customer Service Cash Handling Cash Reconciliation Inventory Management Stock Control

MO

Cashier

Mostaza

Jan 2022 - May 2023 (1 year 4 months)

Supported customers in a high-volume environment, contributed to product sales, and handled cash opening, reconciliation, and closing procedures.

Customer Service Sales Cash Handling Cash Reconciliation

BS

Customer Service & Operations Intern

Banco Itau S.A.

Feb 2017 - Nov 2017 (9 months)

Provided first-level customer assistance, data entry, and administrative information management within structured banking procedures.

Customer Service Data Entry Administrative Support Problem Solving Communication Skills

Education

Degrees, certifications, and relevant coursework

HE

Henry

Web Development Training, Web Development

Web Development Training covering front-end and back-end technologies, currently in progress.

NL

National University of San Luis

Electronic Engineering, Electronic Engineering

2024 -

Pursuing a degree in Electronic Engineering with a focus on Digital Systems, currently ongoing.

NU

National Technological University (UTN)

Technician, Computer Repair & Operating Systems

Completed a Computer Repair & Operating Systems Technician program in 2021.

CI

Colegio Moderno Ituzaingo

High School Diploma, General Studies

Earned a Bilingual High School Diploma in 2018.

Tech stack

Software and tools used professionally

JavaScript

Linux

macOS

Windows

Google Workspace

Google Sheets

Microsoft Excel

SQL

Availability

Looking for a job

Location

Argentina

Authorized to work in

Salary expectations

30k+ USD

Social media

Job categories

Customer Support Team Lead Customer Support Manager Customer Service Customer Retention Specialist

Skills

Customer Support Customer Experience CRM Operations Customer Retention Team Leadership KPI Management Quality Assurance Performance Management Coaching Onboarding Escalation Management Lead Distribution performance reporting Process Improvement IGaming Operations

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