Yasmin Gomez

User-focused operations and support specialist with 9+ years of experience delivering high-touch, white-glove support across SaaS, healthcare, nonprofit, beauty retail, and enterprise customer environments. Proven ability to serve as a frontline point of contact, troubleshoot complex technical issues, manage competing priorities, and collaborate cross-functionally to resolve customer challenges efficiently and empathetically. Known for clear communication, strong ownership, and translating customer feedback into operational improvements.

Tier 1 & 2 Support Specialist (Contract) at Handshake (2025-05 – Present)

• Serve as a frontline and escalation point for complex customer inquiries, supporting a high-volume SaaS platform used by enterprise institutions and thousands of end users.
• Deliver empathetic, accurate, and timely support via chat and email while consistently maintaining high CSAT scores.
• Troubleshoot advanced platform issues, including data inconsistencies, system behavior, and integrations, escalating to engineering with detailed reproduction steps and context.
• Explain technical concepts and platform behavior clearly to both technical and non-technical customers.
• Collaborate cross-functionally with engineering, product, documentation, and success teams to resolve high-impact issues and improve user experience.
• Document customer interactions, recurring issues, and solutions to strengthen internal knowledge bases and Tier 2 runbooks.
• Compile user feedback and trend analysis to inform product enhancements and operational improvements.
• Recognized for strong ownership, calm problem-solving under pressure, and proactive issue identification.

Administrative Assistant / Operations Support at Sundari Transitional Homes (2023-12 – Present)

• Provide operational and administrative support in a highly sensitive, client-facing environment requiring discretion, empathy, and accuracy.
• Act as a primary point of contact for intake coordination, scheduling, and documentation support.
• Manage and maintain accurate digital and physical records to support audits, compliance, and reporting.
• Develop and refine standard operating procedures, reducing documentation turnaround time by 80%.
• Support the owner with calendar management and meeting preparation, and act as the primary communication link between the facility and external treatment providers, insurance companies, and regulatory boards.
• Conducted resident orientation, room assignments, and processed personal belongings upon entry.
• Ensured residents adhered to curfews, chore charts, and the house code of conduct.

3rd Key Manager at MAC Cosmetics (2023-10 – 2024-02)

• Supervised daily retail operations, including scheduling, merchandising, cash handling, and customer service.
• Trained and coached associates on CRM and POS systems, leading to a 20% improvement in team productivity metrics.
• Led weekly inventory audits and implemented a new tracking method that reduced discrepancies to 0%.
• Resolved escalated customer issues with empathy and efficiency, contributing to a 15% increase in customer retention.
• Coordinated with corporate field leaders to execute marketing rollouts and maintain brand compliance across displays.

Beauty Advisor (Part-Time) at Sephora at Kohl's (2023-06 – 2023-10)

• Delivered consultative sales and maintained operational standards across beauty, skincare, and fragrance departments.
• Supported omni-channel order fulfillment and maintained high merchandising standards during promotional events.
• Created customer education guides to support post-purchase care, improving satisfaction and repeat business.
• Assisted in cycle counts and product placement adjustments, supporting efficient inventory flow.
• Assisted customers with personal product recommendations.

Beauty Advisor at Ulta at Target (2022-11 – 2023-06)

• Provided one-on-one consultations, educating customers on products while driving loyalty and retention.
• Led promotional events and collaborated with store leadership to execute launch strategies.
• Tracked sales trends, generated insight reports, and provided recommendations to optimize product placement.
• Supported visual merchandising and coordinated with Target team members to maintain seamless store operations.

Sales Consultant at Victra – Verizon Authorized Retailer (2021-11 – 2022-09)

• Delivered high-touch consultative sales and consistently exceeded performance targets by 120%+.
• Handled customer service escalations related to billing, device setup, and plan optimization.
• Processed transactions, upgrades, and service repairs while ensuring data accuracy within Salesforce CRM.
• Provided training and peer mentoring for new team members on customer engagement and operational workflows.

Medical Receptionist at Carr Medical Specialties (2015-03 – 2020-03)

• Managed a high-volume front desk, scheduling patient appointments and coordinating provider calendars.
• Processed medical records, referrals, and prior authorizations while maintaining HIPAA compliance.
• Handled insurance verifications, co-payments, and billing inquiries with professionalism and accuracy.
• Supported physicians and medical staff with daily operational needs, improving patient flow and satisfaction.

High School Diploma – Augusta Fells Savage Institute of Visual Arts