Camila Suárez

I am an intuitive and organized professional with a great passion for languages, customer satisfaction and continuous learning. I know how to adapt to dynamic and ever-evolving work environments, both individually and as within a team. I want to continue developing my skills by contributing to the growth of an innovative organization.

SUPPORT SPECIALIST - MULTILANGUAGE at Oracle Netsuite (2024-01 – Present)

I was part of a special Netsuite Support team dedicated to facilitate the communication between the Support representative and our Portuguese and Spanish speaking customers. I translated inbound and outbound emails, join in calls and Zoom meetings as an interpreter, and any other translation requirement so there's no language barrier with our clients. I also translated our Help Center's articles and other communications between customers and external Netsuite employees.

• Translated inbound and outbound emails for Portuguese and Spanish speaking customers
• Participated in calls and Zoom meetings as an interpreter
• Translated Help Center articles and other communications between customers and external Netsuite employees

TECHNICAL SUPPORT ANALYST ERP at Oracle Netsuite (2023-01 – 2024-12)

I was part of the specialized Order to Cash and Procure to Pay team, providing technical support for Netsuite users with issues related to transaction records, reports, saved searches and bundle installations to name a few. Additionally, I helped in training our AI translation tools by testing and comparing their results in terms of accuracy, grammar, structure, tone and cultural context.

• Provided technical support for Netsuite users with issues related to transaction records, reports, saved searches and bundle installations
• Handled inquiries via email, phone, and conducted Zoom sessions with clients
• Performed daily testing in Quality environment to replicate reported errors in customer's account
• Tested potential solutions and identified bugs and potential defects
• Performed procedures in a careful and timely manner to meet SLA and ensure customer satisfaction
• Received tickets and call requests in English, Spanish, and Portuguese
• Helped in training AI translation tools by testing and comparing their results in terms of accuracy, grammar, structure, tone and cultural context

CX QUALITY AND TRAINING ANALYST SSR at Ripio (2021-01 – 2023-12)

• Assisted with the onboarding and training of new hires in Customer Support
• Evaluated how Customer Experience agents handled tickets, their level of process knowledge, skills, and customer focus
• Read through email communications and listened to calls for evaluation purposes
• Logged evaluations daily on QA tool Klaus
• Generated monthly reports identifying individual and group improvement opportunities
• Created new workflows and template messages for any new incident
• Participated in a Metrics squad
• Participated in a data migration project from Zendesk to Jira in 2022
• Communicated with colleagues in Spanish and Portuguese

CX SOCIAL NETWORKS ANALYST JR at Alorica (2020-01 – 2021-12)

• Analyzed and resolved cases that impacted negatively on the user's experience
• Provided prompt responses and solutions to general inquiries and 'how to's'
• Handled complaints made on the company's social media platforms
• Used Hootsuite and Zendesk as main tools
• Moderated social media channels and app stores daily
• Addressed both public and private messages on X/Twitter, Instagram, Facebook and LinkedIn
• Collaborated with the Marketing team with project and brand strategies

CUSTOMER SUPPORT AGENT at Alorica (2019-01 – 2020-12)

• Worked as a call center agent for Amazon.com in Tech Support and Retail
• Served as the first point of contact with customers through chat and phone
• Handled case management, troubleshooting, and escalating to the appropriate areas if necessary
• Handled shipment delays, returns, and product related issues
• Communicated with customers in English and Spanish

Legal Translation – UDELAR

Certificate in Customer Experience – WOW Academy

Certificate in Digital Marketing and Social Media – Educación IT

Certificate in Manual Tester – Educación IT

Certificate in Introduction to UX and UX Writing – Educación IT

Certificate in Executive Officer – BIOS