Nicole User

Managed inquiries from chefs and customers via Manychat, maintaining response times under one minute. Coordinated warehouse stock and delivery logistics, onboarded new chefs, and wrote email campaigns.

Coordinated the support team, organized schedules, and monitored customer satisfaction metrics via Intercom. Managed 150-200 daily tickets and optimized response times, achieving 100% of OKRs.

Managed technical support tickets through Intercom, Timelines, and Retool, and wrote help center articles to facilitate self-service. Provided operational support to SaaS platform users.

Led onboarding processes for new users, conducted follow-up sessions via video calls, and contributed to reducing churn. Achieved approximately 90% onboarding completion rate.

Managed customer issues via phone and email using Salesforce, coordinated shipping and returns of POS devices, and supported international onboarding processes.

Resolved operational and financial inquiries from partner merchants, managed contractual documentation, and handled sensitive customer communication related to voucher validation and reimbursements.

Handled complaints and technical requests at high-traffic branches, supported number portability processes, and provided occasional support for English-speaking customers.

Processed number portability requests and document validation for postpaid service activation, and performed data audits to minimize errors.

Completed the Introduction to the Product Owner Role course on Udemy in 2023.

Completed the Spanish Teacher for Foreigners course at International e-Learning Academy in 2021.

Graduated in English-Spanish Translation and Interpreting from INACAP in 2013.