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Montserrat Carracedo

@montserratcarracedo

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Customer support and hospitality leader building guest-first experiences through process and people.

United States

Message

What I'm looking for

I’m looking for a customer-support or guest-experience leadership role where I can build scalable processes, lead teams, and deliver excellent outcomes in high-volume, high-stakes environments—especially around mega-events and guest experience design.

I’m a customer experience and hospitality professional with 4+ years of leadership in high-volume service environments. I bring cross-functional collaboration, team development, and continuous process improvement to every interaction.

In my current role as Customer Support Lead at Paradigm Senior Services, I built and launched a new customer support department from the ground up—developing process infrastructure, complaint handling workflows, and escalation protocols. I use HubSpot CRM to streamline interaction tracking, performance reporting, and consistent response quality.

Previously, as Contact Center Supervisor at Alivi, I was promoted within 7 months to oversee 25+ CSRs. I relied on performance data and trend analysis to close service gaps, improved resolution rates through targeted strategies, and served as the primary escalation point for complex cases while maintaining compliance.

Beyond customer support, I’m pursuing a Master of Science in Hospitality Management with a Mega-Events concentration, with a focus on large-scale event operations and guest experience design. I’m bilingual in English and Spanish, and I enjoy applying that perspective in both remote support environments and real-world mega-events.

Experience

Work history, roles, and key accomplishments

Customer Support Lead

Paradigm Senior Services

Jun 2025 - May 2026 (11 months)

Built and launched a new customer support department, creating complaint handling workflows and escalation protocols. Used HubSpot CRM to streamline interaction tracking and performance reporting, and developed SOPs and training materials while recruiting, onboarding, and managing a team of support agents.

Customer Support Leadership Complaint Management Escalations HubSpot CRM Workforce Management performance reporting

Contact Center Supervisor

Alivi

Dec 2024 - May 2025 (5 months)

Promoted within 7 months to supervise 25+ customer service representatives, overseeing quality assurance and workflow optimization. Analyzed performance data to identify service gaps, acted as the primary escalation point for complex cases, and improved customer confidence through coaching and customer-centric problem-solving.

Workforce Management Performance Analysis Quality Assurance Escalation Management Workflow Optimization Coaching Feedback Compliance Oversight Customer Service Strategy

Customer Service Representative

Alivi

May 2024 - Dec 2024 (7 months)

Exceeded quality assurance benchmarks by resolving customer concerns with strong attention to detail in a fast-paced remote environment. Collaborated with team members and external providers to manage escalations, document resolutions, and ensure timely, accurate service delivery.

Customer Service Quality Assurance Remote Support Escalation Handling Case Documentation Cross Functional Collaboration Service Delivery

Data Clerk Associate

Finally

Mar 2022 - Apr 2023 (1 year 1 month)

Maintained large volumes of financial data with a focus on accuracy, compliance, and timely reporting to support management decision-making. Streamlined data workflows with cross-functional teams and identified automation opportunities to reduce manual processing time.

Data Quality Control & Compliance Reporting Process Automation Microsoft Office Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Florida International University

Master of Science, Hospitality Management (Mega-Events Management)

Currently pursuing a Master of Science in Hospitality Management with a Mega-Events Management concentration, focusing on large-scale event operations and guest experience design.