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Jazmin Mejia

@jazminmejia

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Customer experience specialist with 8+ years in support operations.

Dominican Republic

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What I'm looking for

I seek a role that values innovation and offers opportunities for growth in customer experience and support automation.

I am a dedicated customer experience specialist with over 8 years of experience in optimizing support operations and solving complex challenges. My expertise lies in designing processes that enhance team efficiency and improve customer interactions. I have a proven track record of driving measurable improvements through practical, data-informed solutions.

Currently, as a User Support Lead at Collectibles.com, I spearheaded the gamification of the user experience, resulting in a remarkable 62.7% boost in user retention rates. I also led the 'Repackz' initiative, which significantly increased revenue by over 200%. My previous roles have equipped me with strong technical support skills, where I maintained a high customer satisfaction score and reduced churn rates through tailored onboarding sessions.

My educational background in Artificial Intelligence Technology from Instituto Tecnológico de las Américas has further enhanced my ability to implement innovative solutions in customer support automation. I am passionate about leveraging technology to improve customer experiences and drive operational success.

Experience

Work history, roles, and key accomplishments

Current

User Support Lead

Current

Collectibles.com

Jan 2023 - Present (2 years 6 months)

Spearheaded the gamification of the user experience, boosting user retention rates by 62.7% compared to the platform average. Led the "Repackz" initiative, introducing detailed SOPs and enhancing coordination with logistics, which drove a 200%+ increase in revenue.

Gamification User Retention SOP Development Logistics Coordination Jira Slack

Technical Support Specialist| Customer Success Manager

Respond.io

May 2022 - Jan 2023 (8 months)

Delivered high-quality technical support, resolving 95% of tickets within SLA and maintaining a CSAT score of 4.8/5. Promoted to Customer Success Manager within 6 months for outstanding performance, client satisfaction, and product knowledge.

Technical Support Customer Success SLA Management CSAT Onboarding

Quality Assurance Analyst

Hire Horatio

Dec 2021 - Oct 2022 (10 months)

Led QA for a 20-agent team within a 100+ employee project, achieving a 20% improvement in average QA scores compared to other teams. Designed comprehensive training programs and updated SOPs, reducing escalations by 15%.

Quality Assurance SOPs Smart Tagging System Ticket Categorization Data Quality

Senior Customer Support Specialist

Hire Horatio

Jan 2020 - Dec 2021 (1 year 11 months)

Managed a daily average of 100+ customer interactions across email, chat, and social media with a 98% resolution rate. Consistently exceeded response time KPIs, maintaining an average first response time of under 30 minutes for emails and under 1 minute for chats.

Customer Support Email Support Chat Support Social Media Management Resolution Times KPIs

Education

Degrees, certifications, and relevant coursework

Instituto Tecnológico de las Américas (ITLA)

Technologist, Artificial Intelligence

Focus areas include machine learning fundamentals, data analysis, and AI applications in customer support automation. Contributing to team projects, designing support automations to streamline ticket assignment, and improving workflow efficiency.