santiago jaimes calderon

- Provide prompt, empathetic, and customer-focused support via email, live chat, and phone.
- Troubleshoot and resolve basic to complex issues related to the Sezzle platform, delivering clear and concise guidance to customers.
- Utilize CRM tools such as Zendesk to manage tickets, document solutions, and maintain accurate support records.
- Identify recurring customer issues and communicate insigh

- Created and maintained response macros to improve support speed and consistency.
- Organized and optimized the Knowledge Base to enhance team efficiency and customer self-service.
- Identified and reported recurring customer pain points to leadership to drive service improvements.
- Delivered high-quality customer support while contributing to process and workflow optimization.

Assisted with account changes and setups, ensuring accuracy and timely resolutions.
Developed strong problem-solving skills by handling sensitive and complex customer inquiries.
Achieved consistently high customer satisfaction ratings.

Handled account changes and setups, ensuring accuracy and timely resolutions.
Developed strong problem-solving skills through adept handling of sensitive and complex customer inquiries.
Achieved high customer satisfaction ratings through empathetic and personalized customer support.
Enhanced guest and host interactions, fostering positive experiences and satisfaction.
Managed payment reviews and i

Managed large volumes of inquiries, ensuring efficient and effective resolutions.
Handled complex issues with a customer-centric approach, prioritizing customer needs.
Achieved recognition for my ability to handle high-pressure situations while maintaining quality service.
Enhanced customer satisfaction through diligent support and proactive problem-solving.

Onboarded 21 new associates, ensuring smooth integration and team cohesion.
Launched the first Caracara team as a new workgroup, fostering collaboration and innovation.
Offered real-time support and feedback to achieve a high bar of performance.
Delivered actionable and effective feedback, enhancing team productivity and morale.
Supported multiple skills (NAEN/Caracara) across various channels (Ph

Led multiple essential tasks within the ES marketplace in partnership with NHs, aiding leadership in strategic initiatives.
Facilitated visibility of key metrics (PRR, OR, AHT) to associates, driving performance improvements.
Developed activities to prevent burnout and enhance team engagement.
Created refreshers to ensure understanding and adherence to company policies.