Open to opportunities

Lau Vasquez

@lauvasquez

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Bilingual customer success and support specialist driving process improvement and digital innovation.

Colombia

Message

What I'm looking for

I seek a role where I can combine customer success and process innovation, use data and automation to improve workflows, and collaborate cross-functionally in a growth-oriented company.

I am a detail-oriented customer support and innovation professional with 9+ years delivering high-quality email, live chat, and back-office support across SaaS, technology, and digital marketing environments. I combine strong bilingual communication (English/Spanish) with expertise in CRM, knowledge base authoring, and digital tools to improve customer satisfaction, retention, and response metrics.

I have supported cross-functional teams and executives, led onboarding and product training, managed ticketing and bug escalation workflows, and piloted AI and automation solutions to reduce manual work. My track record includes creating tutorial content, boosting partner conversions, and using data analysis to streamline processes and deliver measurable outcomes.

Experience

Work history, roles, and key accomplishments

Innovation Specialist

Outsourced Colombia

Jan 2025 - Dec 2026 (1 year 11 months)

Supported the Chief Innovation Officer on cross-functional initiatives, piloted AI and digital tools to reduce manual workload, and managed end-to-end projects to improve cross-departmental workflows and deliver measurable outcomes.

Innovation Management AI Research Project Coordination Process Improvement Executive Support Change Management Digital Tools Cross Functional Collaboration

Sales Support Administrator

Outsourced Colombia

Jan 2024 - Dec 2026 (2 years 11 months)

Prepared sales proposals, contracts, and marketing materials while managing HubSpot CRM and supporting the Business Development team to streamline sales processes and improve lead tracking.

HubSpot Sales Operations Proposal Writing Excel Google Sheets

Customer Support Specialist

Piktochart

Jan 2021 - Dec 2024 (3 years 11 months)

Provided bilingual support to ~180 clients monthly, handled 300–400 tickets per month in HelpScout, led retention and onboarding efforts, authored knowledge-base content, and surfaced product feedback to Engineering and Product teams.

HelpScout Customer Onboarding Retention Confluence Jira Content Production Help Scout

Customer Success Specialist

PPC Ad Editor

Jan 2019 - Dec 2021 (2 years 11 months)

Demonstrated PPC Ad Editor via daily live demos, supported users on Google Ads and Intercom, assisted with lead generation, and contributed product documentation to improve user adoption.

Google Ads Product Demos Intercom Customer Support Knowledge Base Writing Lead Generation Technical Troubleshooting Client Training

Freelance Consultant

Various Clients

Jan 2016 - Dec 2021 (5 years 11 months)

Delivered freelance services across digital marketing, copywriting, customer service, and admin support for clients in SaaS, retail, education, and technology sectors.

Digital Marketing Copywriting CRM Platforms Customer Support Content Creation Project Management Client Communication Multichannel Support

Customer Support & Social Media Specialist

Novum Crafts

Jan 2017 - Dec 2018 (1 year 11 months)

Managed customer inquiries via Zendesk, grew social media presence using Hootsuite, curated content, and engaged community on Instagram and Facebook to increase brand loyalty.

Zendesk Social Media Management Hootsuite Community Engagement Customer Service Content Curation Brand Communications

Technical Support Specialist

Sutherland

Jan 2015 - Dec 2016 (1 year 11 months)

Provided email and live chat support for Spotify customers, advanced to Tier 2 resolving complex app issues, trained new hires, and contributed to team activities to maintain morale and performance.

Email Support Live Chat Tier 2 Troubleshooting Spotify Technical Troubleshooting Team Coordination