Milena Franco Cornejo
@milenafrancocornejo
I lead customer support operations, resolve escalations, and improve service quality.
ArgentinaWhat I'm looking for
At CookUnity, I lead Customer Experience Agents across chat, email, and SMS, managing live queues, workloads, escalations, SLAs, and KPIs.
I've coached teams through feedback, quality reviews, and performance initiatives while analyzing customer feedback, QA scores, DSAT trends, and operational metrics. I collaborate with Operations, Logistics, Product, Engineering, and other stakeholders on incident management, war rooms, and cross-functional projects.
Previously, I supported customers at Kinesis Money and Sauce across global cryptocurrency, food ordering, delivery, account, payment, and technical issues. I bring hands-on experience with Zendesk, Salesforce, Jira, HubSpot, Stripe, Slack, Aircall, and Auth0 in fast-paced remote environments.
Experience
Work history, roles, and key accomplishments
Lead and support a team of Customer Experience Agents across chat, email, and SMS channels. Handle complex escalations, coach team members, and analyze metrics to drive improvements.
Customer Support Representative
Sauce
Jul 2022 - Dec 2022 (5 months)
Provided customer support via phone, chat, email, and SMS for customers and restaurant partners. Coordinated with third-party delivery services to resolve logistics issues.
Customer Experience Agent
Kinesis Money
Nov 2021 - Jun 2022 (7 months)
Delivered customer support via live chat and email for a global cryptocurrency trading platform. Assisted with account inquiries, KYC verification, and technical issues.
Education
Degrees, certifications, and relevant coursework
Milena hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
ArgentinaAuthorized to work in
Job categories
Skills
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