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Widenk Velasco

@widenkvelasco

Customer experience specialist at Yango Group who led shift operations for six CX agents and improved workflows through operational data analysis.

Bolivia

Message

At Yango Group, I led shift operations for a team of six CX agents and supported daily service delivery.

I managed complex customer inquiries, technical bug escalations, and high-priority tickets in coordination with regional engineering teams. I also evaluated and approved refunds and promotional credits under corporate policies.

I tracked CSAT and SLA performance, using Yandex DataLens to analyze operational metrics, identify workflow bottlenecks, and carry out process improvements.

Earlier, as an Administrative Assistant (Intern) at DMC S.A., I supported several departments and helped streamline procedures. As a Sales Executive (Intern) at Genesis Technology Consulting, I prepared tailored proposals and supported pipeline tracking and account management.

Experience

Work history, roles, and key accomplishments

Senior Customer Experience Specialist

Yango Group

May 2023 - Aug 2026 (3 years 3 months)

Led shift operations for a team of 6 CX agents, managed complex customer inquiries and escalations, and evaluated refunds and promotional credits. Monitored KPIs and SLAs, and used Yandex DataLens for data analysis and process improvements.

Customer Experience Shift Leadership KPI Tracking SLA Tracking CSAT Optimization Complaint Management Process Improvement Yandex Datalens Excel RMA Management Data Analysis CRM Ticketing Systems

Administrative Assistant (Intern)

DMC S.A.

Jan 2022 - Dec 2022 (11 months)

Provided administrative support across Commercial, Marketing, Warranties, and RMA departments. Assisted in streamlining administrative procedures and tracked internal service requests to accelerate turnaround times.

Administrative Support RMA Management Process Improvement

Sales Executive (Intern)

Genesis Technology Consulting

Jan 2021 - Dec 2021 (11 months)

Prepared tailored commercial quotes and product proposals aligned with client requirements. Supported sales pipeline tracking, account management, and business development initiatives.

Sales Quotation Account Management Business Development