Was Mariano

I’ve supported customers at Baked By Melissa, Zola, Healthfirst, and New York City’s Department of Information Technology & Telecommunications across phone, email, and live chat.

At Baked By Melissa, I managed high-volume customer communications in Zendesk, processed pickup, delivery, and shipping orders through Shopify, and investigated payment, billing, and refund issues. I partnered with Delivery, Shipping, and B2B teams to resolve fulfillment problems and support custom holiday orders.

At Zola and Healthfirst, I helped customers navigate products, portals, coverage, claims, and complex multi-step cases while meeting quality, productivity, and customer-service goals. I use empathetic, solution-oriented communication to de-escalate concerns and build trust.

I’m experienced with Zendesk, Salesforce, Shopify, FreshDesk, and multichannel support operations, with a focus on accurate documentation, issue resolution, and seamless customer experiences.