Zendesk
Tanya Ramirez
Customer Support Hero
Santiago
Summary
Curious mind, continuous learner, eager for delivering the best for others. Dedicated to technology and customer service for 4 years by being a positive team player with strong organizational and interpersonal skills. Ready to share knowledge and abilities in order to keep growing professionally in great working environments.
Overview
6
6
years of professional experience
3
3
Certificates
3
3
Languages
Work History
Community Manager
Freelance
09.2022 - Current
- Part-time role
- Managed Instagram accounts effectively for improved brand visibility and increased audience interaction.
- Collaborated with cross-functional teams, optimizing marketing initiatives that supported community growth.
- Created content to be processed by designers, video editors.
- Produced reports about community activities to keep owners, directors and property managers informed.
- Provided fast responsive customer service through prompt responses to inquiries.
Solution Specialist Expert
Cognitiva LA
09.2018 - 09.2022
- Management of the Support Area leading the solutions team to solve different technological requirements from reporting the issue, tracking the solution, testing and delivering to the customer in strict deadlines, ensuring customers satisfaction, using programs such as Zendesk and Jira.
- Collaborated with cross-functional teams (developers, UX designers, pre-sales, sales team) crafting customized solutions for customers specific needs and developing future improvements for products, aiming for higher quality software based on user feedback.
- Worked closely with senior leadership to complete projects, solve complex issues and generated reports to track performance of the area.
- Inspected products to ensure quality standards (QA supervisor). Identified opportunities for continuous improvement (reporting bugs, problems, usability issues), implementing changes that led to avoid future issues, enhancing software quality and usability.
- Developed and maintained strong relationships with customers, fostering trust and ensuring successful solution implementation.
- Contributed to create documentation about the process flow of the area, bugs, correct use of software, etc in Jira.
Frontend Jr - Internship
Cognitiva LA
02.2018 - 08.2018
- Founded the Support Area and customized the Zendesk website for the company.
- Supported staff members (frontend/ backend developers, UX designers, computational linguists) in their daily tasks, reducing their workload and allowing them working on higher-priority assignments.
- Gained experience working within IA industry, hands-on, in various software programs (Trello, Jira, Notion, Zendesk and others) and technologies (Javascript, HTML, CSS, IBM Watson and others)
- Prepared weekly presentations, research, spreadsheets and timely reports to assist direct leader.
- Contributed to a positive, supportive team environment by collaborating with the team on group challenges.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
Education
Bootcamp - Frontend Jr Developer
Laboratoria LA
04.2001 -
Agronomy - Agronomy And Crop Science
Pontificia Universidad Catolica De Chile
04.2001 -
Skills
Customer service-focused
Software
Jira
Slack
Certification
Escuela de Copywriters - Maïder Tomasena
Interests
Reading
Learning new languages
Exploring the world
Meeting new people
Timeline
Community Manager
Freelance
09.2022 - Current
Solution Specialist Expert
Cognitiva LA
09.2018 - 09.2022
Frontend Jr - Internship
Cognitiva LA
02.2018 - 08.2018
Bootcamp - Frontend Jr Developer
Laboratoria LA
04.2001 -
Agronomy - Agronomy And Crop Science
Pontificia Universidad Catolica De Chile
04.2001 -
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