Lizmarie Rangel

I am a Bilingual Customer Support Specialist based in Panama with over three years of customer support experience, including remote experience supporting major US and international client accounts. My background spans financial service accounts (including major US institutions like Capital One) as well as online gambling platforms such as Bovada, BVX, and Ignition, among others.

My core expertise lies in multichannel support—primarily live text chat, email, and ticketing workflows. I specialize in resolving complex account inquiries, handling billing disputes, managing transaction troubleshooting, and ensuring strict adherence to SLA standards and quality metrics.

Key Achievements & Impact

• High-Volume Queue Management: Consistently managed concurrent live chat sessions and ticket queues without sacrificing resolution quality or empathy.

• Workflow Efficiency & Communication: Proficient in leveraging canned responses, macros, and modern writing tools (ChatGPT, Gemini, QuillBot) to draft clear, accurate responses quickly and maintain high customer satisfaction (CSAT) scores.

• Remote Collaboration: Demonstrated strong adaptability in 100% remote team environments using tools like Zoom, Microsoft Teams, and Google Workspace (Docs, Sheets, Drive) to coordinate asynchronously and synchronously across time zones.

• Technical & Process Discipline: Maintained meticulous record-keeping, logged client interaction histories accurately, and strictly followed escalation and security protocols.

I am passionate about customer experience optimization, language and written communication (currently pursuing my Bachelor's Degree in Humanities with an Emphasis in English), and utilizing digital productivity tools to streamline support operations.

I am specifically looking for text-based support roles (Live Chat, Email, and Ticketing) where clear written communication and quick problem-solving are key.

Availability: Full alignment and flexibility with standard US business hours (EST schedule).