Alitzel Reyes

Administrative and Customer Support professional with experience supporting remote teams, coordinating workflows, and managing client communication across SaaS and eCommerce environments. Skilled in email support, billing related processes, CRM platforms, scheduling, and operational coordination in fast-paced remote settings.

Customer Support Specialist at DoorDash (2026-01 – Present)

• Managed customer support workflows across phone and email channels in a fast-paced remote environment.
• Resolve complex order, account and payment issues while maintaining strong customer satisfaction.
• Monitor billing related cases, refunds, and transaction workflows using Stripe based systems.
• Support escalation workflows and ticket management processes following SLA guidelines.
• Collaborate with internal teams to ensure efficient issue resolution and positive customer experiences.
• Utilize CRM and support tools to document cases accurately and maintain workflow organization.

Client Support Analyst – Tier 1 Technical Support at SpotOn (2023-06 – 2024-10)

Delivered Tier 1 technical support for a SaaS platform handling 40+ customer interactions daily through phone and digital channels.

• Assisted merchants with onboarding, account setup, and platform configuration.
• Troubleshot account configuration, scheduling, and platform issues using structured support workflows.
• Maintained 90% CSAT through efficient issue resolution and empathetic communication.
• Consistently met First Call Resolution (FCR) and SLA performance metrics.
• Documented, tracked, and escalated complex cases using CRM and ticketing systems.

Customer Support Specialist at Consorcio Jurídico (2020-04 – 2020-06)

Assisted customers with legal and administrative processes and explained complex procedures in simple terms. Maintained strong customer satisfaction through proactive communication.

Personal Assistant (2024-10 – 2025-11)

• Coordinated schedules, meetings, and administrative workflows for daily operations.
• Managed documentation, email communication, and organizational processes.
• Assisted with client coordination, follow-ups, and task prioritization.
• Maintained organized records and supported operational efficiency in remote work environments.

Bachelor's Degree in Human Nutrition (2017-09 – 2021-10)