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Yáscaraa Raylline

@yscaraaraylline

Message

I drive SaaS customer adoption, retention, and incident resolution across omnichannel platforms.

Brazil

Message

What I'm looking for

I'm looking to improve customer adoption, retention, service quality, and operational outcomes through cross-functional work across Customer Experience, Customer Success, Support, Product, and Operations.

At G4Flex, I manage enterprise customers on a SaaS omnichannel communication platform, leading adoption, retention, satisfaction, and churn-reduction initiatives. I coordinate upgrades, migrations, critical-incident war rooms, and feedback loops across Product, Engineering, Support, Implementation, and Operations.

I've built my customer experience foundation through technical support, VoIP, SQL troubleshooting, onboarding, and telecommunications projects at G4Flex, NPX, Wirelink, Trixlog, and TIVIT. I bring hands-on experience with AI-enabled experiences, automation, customer health metrics, and journey optimization.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Analyst

Current

G4Flex

Sep 2024 - Present (2 years)

Manages a strategic portfolio of enterprise customers using a SaaS omnichannel communication platform, leading customer success initiatives focused on adoption, retention, and churn reduction. Coordinates platform upgrades, migrations, and critical incident resolution.

Customer Success Customer Experience SaaS Omnichannel Communication KPI Management Incident Management Product Adoption Retention Stakeholder Management AI Automation Chatbot SQL Data Driven Decision Making

Junior Project Analyst

TIVIT

Sep 2024 - Feb 2025 (5 months)

Planned and monitored technology and telecommunications projects, maintaining schedules, timelines, and delivery tracking. Controlled project costs and monitored performance indicators to support project governance.

Project Management Telecommunications Cost Control Performance Monitoring Risk Management Reporting

Technical Support Analyst N2

G4Flex

Feb 2022 - Mar 2024 (2 years 1 month)

Provided advanced technical support for VoIP and omnichannel communication platforms, configuring and maintaining IVRs, telephony services, and integrations. Investigated and resolved critical technical incidents and developed automation scripts.

VoIP Omnichannel IVR Telephony Integration Incident Management SQL Automation Scripting

Technical Support Analyst N1

NPX

Feb 2020 - Feb 2022 (2 years)

Delivered technical support for VoIP customers and configured IVRs and customer communication flows. Supported platform integrations and post-deployment activities, performing SQL queries and database updates.

VoIP IVR Customer Support SQL Database Management Integration

Technical Support Intern

Wirelink

Apr 2019 - Feb 2020 (10 months)

Provided technical support for enterprise and ISP customers, assisting with radio and fiber-optic network infrastructure maintenance. Managed and tracked technical support tickets and translated technical information into customer-friendly communication.

Technical Support Network Infrastructure Fiber Optics Radio Ticket Management Client Communication

Configuration and Projects Intern

Trixlog

Sep 2018 - Apr 2019 (7 months)

Assisted in the deployment of fleet tracking and telematics solutions, monitoring project progress from configuration through final delivery. Maintained project documentation and implementation records.

GPS Fleet Tracking Telematics Project Monitoring Documentation