raquel rinder
@raquelrinder
I resolve complex technical issues and improve support operations through systematic troubleshooting.
SpainWhat I'm looking for
At Yext, I troubleshoot complex Listings, platform, and data synchronization issues across third-party publishers and integrations. I manage up to 25 technical support cases daily while documenting resolution steps and meeting SLAs.
I investigate incidents through root cause analysis, resolve issues directly, and escalate complex cases to engineering teams. I also support customers with platform configuration, data integrity, integrations, and API-related issues.
Previously at Gorillas Technologies GmbH in Berlin, I resolved high-volume operational incidents and monitored KPIs to improve workflows and service performance. I created process documentation and supported new-tool rollouts, adoption, and implementation troubleshooting.
My customer success experience includes multilingual L1 support in English, German, and Spanish, along with CRM-based troubleshooting, incident resolution, and workflow improvements. I focus on fast, personalized support that builds long-term client trust.
Experience
Work history, roles, and key accomplishments
Troubleshot complex Listings, platform and data synchronization issues across third-party publishers and integrations. Investigated technical incidents through root cause analysis, resolving issues or escalating complex cases to engineering teams.
Store Operations Manager
Gorillas Technologies GmbH
Jan 2021 - Jan 2024 (3 years)
Resolved high-volume operational incidents through troubleshooting, root cause analysis and cross-functional escalation. Monitored KPIs and recurring issues to optimize workflows and service performance.
Customer Success Specialist
Anfi Tauro Hotel
Jan 2015 - Jan 2020 (5 years)
Provided multilingual L1 support (EN/DE/ES), troubleshooting customer issues via CRM, ticketing systems, and on-site assistance. Performed troubleshooting, incident resolution and technical escalations while meeting SLA requirements.
Education
Degrees, certifications, and relevant coursework
Universidad de Las Palmas de Gran Canaria
Bachelor's degree, Hospitality Administration/Management
2015 - 2020
Bachelor's degree in Hospitality Administration/Management from Universidad de Las Palmas de Gran Canaria, completed in 2020.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Salary expectations
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