Senior Product Support Specialist - Intuit Mailchimp
(2022-11 - 2026-07)
Advanced customer retention, product adoption, and service recovery outcomes for premium Mailchimp customers by combining consultative SaaS support, technical troubleshooting, and cross-functional customer advocacy.
- Guided cancel-intent and high churn-risk customers through consultative product conversations, uncovering business needs, addressing adoption barriers, and reinforcing long-term platform value.
- Secured $1,400 in monthly recurring revenue by identifying at-risk customers, diagnosing churn drivers, and delivering tailored retention strategies that reduced churn and strengthened account confidence.
- Increased answer rate by 10% and CSAT by 11% for Mailchimp's new auto-callback system by optimizing support workflows and providing critical recommendations as a pilot program specialist.
- Managed 25+ weekly customer engagements across phone, email, and chat, balancing competing priorities while maintaining ownership of complex cases from initial concern through resolution.
- Supported 500+ premium customer accounts per month, including customers generating $1,200+ in monthly recurring revenue, delivering high-touch guidance that protected retention and improved the customer experience.
- Advanced service recovery efforts by engaging dissatisfied and at-risk customers, rebuilding trust, de-escalating complex concerns, and restoring confidence in Mailchimp's products and support experience.
- Partnered with Sales, Onboarding, Product Support, Engineering, and Risk teams, removing implementation barriers, improving handoffs, and accelerating customer progress toward platform value.
- Launched a new vendor support team in Guadalajara by delivering hands-on product and workflow training, establishing quality benchmarks, and accelerating ramp-up for customer-facing operations.
- Delivered consultative product education aligned with customer goals, workflows, and maturity levels, increasing adoption, improving product confidence, and helping customers apply Mailchimp more effectively.
- Analyzed customer feedback, usage trends, and recurring pain points to inform process improvements, customer enablement opportunities, and product feedback shared with internal partners.
- Contributed to 3 AI-agent-building projects, helping improve service recovery workflows, scale proactive customer engagement, and enhance consistency across the support experience.
- Documented customer insights, account details, and follow-up actions in Salesforce, strengthening account continuity, strategic follow-through, and cross-functional visibility into customer needs.
Information Technology Specialist III - Cleveland Clinic
(2021-08 - 2022-11)
Supported a complex healthcare environment by delivering remote technical troubleshooting, issue resolution, and escalation support with a strong focus on customer experience and service continuity.
- Resolved high-urgency Epic/MyChart and device issues for VIP users through calm, expert troubleshooting, minimizing downtime, reducing escalations, and supporting seamless patient care.
- Translated technical issues into clear, user-friendly guidance for clinical and administrative users, improving confidence, reducing confusion, and supporting smoother technology use in a high-pressure healthcare environment.
- Restored critical device uptime by troubleshooting complex hardware issues under pressure, reducing clinician workflow interruptions and strengthening service continuity.
- Coordinated escalations with internal teams by documenting issue details, clarifying technical concerns, and enabling seamless handoffs that supported timely customer resolution.
Senior Support Specialist - Apple
(2012-08 - 2021-08)
Elevated high-volume technical support, customer education, and team development across Apple's customer experience organization, supporting escalated issue resolution and stronger product confidence.
- Led and mentored a team of technical support professionals across phone, chat, and email channels, driving consistent service delivery in high-volume and escalated customer support environments.
- Delivered personalized customer education and product guidance, improving product understanding, strengthening user confidence, and supporting long-term customer satisfaction.
- Facilitated training programs for new and existing team members, strengthening onboarding, coaching, and career development across customer-facing support teams.
- Translated frontline customer insights into actionable feedback for cross-functional partners, supporting improvements across product experience and customer support operations.
- Achieved 98% CSAT and 100% quality compliance while earning two AppleCare Excellence Awards by pioneering complex case management across new digital support channels.
