Paulina Alarcón

Customer Support professional with 7+ years of experience in high-volume, fast-paced contact center environments. Skilled at delivering calm, empathetic, and hospitality-driven support across phone, chat, and email — consistently meeting 90%+ CSAT targets and SLA goals. Proven track record of handling escalations, complex troubleshooting, and cross-functional collaboration using Salesforce CRM, Avaya, Amazon Connect, and Slack.

Led a team of 4 customer service advisors. Experienced mentoring teammates and surfacing process improvements that raise the bar for the entire team. Ready to bring a customer-first mindset and deep ownership to helping restaurant owners feel supported at every interaction.

Customer Service Team Leader at Grupo Xcaret (2022-10 – 2025-05)

Led and coached a team of 4 customer service advisors in a high-volume hospitality contact center across phone, chat, and email, ensuring calm, empathetic, and hospitality-driven interactions in every customer touchpoint.

• Maintained 90%+ customer satisfaction (CSAT) scores and SLA response targets through daily monitoring, coaching, and quality assurance across all channels.
• Took full ownership of complex and escalated customer issues end-to-end, applying structured problem-solving and sound judgment to deliver durable, long-term resolutions.
• Mentored and trained agents, sharing knowledge and best practices that elevated team-wide performance and service consistency.
• Documented all customer interactions in Salesforce CRM with precision, ensuring continuity, visibility, and accountability across workstreams.
• Identified patterns in recurring issues and led process improvement initiatives and knowledge base updates that reduced resolution times and improved customer experience.
• Managed multiple concurrent workstreams simultaneously using Avaya and Amazon Connect telephony systems, maintaining strong organization and accuracy under pressure.
• Collaborated cross-functionally with internal teams via Slack to resolve complex issues and continuously improve service delivery.

Customer Service & Reservations Support Specialist at Grupo Xcaret (2018 – 2022-09)

Handled 50+ daily customer inquiries across phone, chat, and email in a fast-paced hospitality environment, delivering personalized, empathetic support to guests and business clients.

• Maintained fast, accurate responses aligned with SLA targets, prioritizing urgent and high-impact cases with strong organizational skills.
• Delivered bilingual support (Spanish and English) across all channels, adapting communication style to meet diverse customer needs.
• Guided customers through services and onboarding processes, translating complex information into clear, actionable guidance.
• Documented all interactions in Salesforce CRM and contributed to workflow and documentation improvements that increased team efficiency.

Bachelor's Degree in Communication and Digital Media – Monterrey Institute of Technology and Higher Education (ITESM) (2016)