Santana User

I’m a results-driven Customer Experience Manager with nearly 5 years of progressive leadership in direct-to-consumer e-commerce. I build high-performing support teams and focus on measurable customer outcomes like CSAT, first contact resolution, and response time.

At Gorilla Mind LLC, I led day-to-day customer support operations across all channels, then designed and built an AI-powered support system in Gorgias. I created deflection workflows, automated resolution paths, knowledge base content, handover logic, and automation rules—continuously refining performance using testing and metrics.

I also owned social media monitoring and response across Facebook, Instagram, X, Reddit, and TikTok, handling public comments and direct messages to protect brand reputation and resolve issues at scale. I coached and mentored Customer Service Agents, developed onboarding and ongoing training programs, and managed high-priority escalations with de-escalation and fast resolution to drive retention.

Across teams, I collaborate with Fulfillment, Marketing, Engineering, and Logistics to keep customer communication accurate and consistent. I’m committed to AI-powered customer experience, including Claude AI fundamentals, and I support fraud prevention and chargeback resolution to safeguard revenue.