I'm a 28 year old knowledgeable and experienced Senior level Client Experience Specialist in the tech space ready to launch a career leadership role in the tech startup industry by utilizing my skills in a variety of support channels including e-mail, live chat, and social media. Demonstrated record of providing quality customer service and successfully coaching other peers as needed. Possess excellent verbal and written communication. Focused ability on writing and delivering knowledge base help center articles to upscale support teams, updating content, building and streamlining workflow processes. Quick tech-savvy learner who thrives on working in a fast-paced, administrative, collaborative, digital startup environment.

The College of Westchester, White Plains, NY
**Bachelor of Business Administration**, 06/2017,GPA: 3.9
Associate in Applied Science (AAS) Business Administration Management/Marketing, 2015
Related Coursework: Event Planning, Marketing Management, Emerging Technologies, Project Management, Principles of Management

The College of Westchester

Senior Operations Specialist
  
·     Monitor & Triage Tier 3 technical escalations from Tiers 1 and 2.
·     Audit customer Net Promoter Scores (NPS) & report findings
·     Report on weekly CSAT/DSAT from the client base and take ownership on findings
·     Own Slack Escalations from Support Leads and provide follow-up resolutions; proactively streamlining these issues for future efficiency
·     Write tutorial Guides & Workflow Articles for Support in the Zendesk Knowledge Base
·     Oversee and assist on new Product or Feature launches, then pass along feedback to Engineering teams as the “voice of customer”
·     Troubleshooting technical issues that both Patients and Providers face
·     Build new workflows/macros to enhance process improvements for support teams
·     Organize/host weekly Support Office Hours for Providers to answer their live questions
·     Launched a Tier 2 Billing Team, then coaching them based on CSAT & QA’s
·     Lead uptraining for Tier 1 & 2 Teams by presenting decks and providing resources

LUCASROJASRESUME 2.docx

Senior Support Specialist

·      Perform as an ambassador to the platform by assisting Clients and Providers with a wide range of inquiries through Zendesk tickets.
·     Troubleshoot any technical issues that clients or providers faced using the website and mobile applications.
·     Work cross-functionally with Product and Engineering teams on bug reports
·     Report major customer trends and feedbacks to management
·     On-boarded and trained new hires of the Enterprise, Customer Support and Provider Support Teams
·     Subject matter expert and knowledge resource for Customer Support and Provider Support teams by creating training modules for FAQs and Macros on Zendesk.
·     Wrote workflow and guidance articles/content on the Internal Knowledge Base
·     Partner with leadership & other stakeholders to develop and implement processes that allow for the delivery of new and enhanced services
·      Identify and implement improvements to customer operations processes and workflows
·     Provide back-office operational support for the Customer Support Team including client email Outreach, chargeback disputes, claims/billing inquiries & records release requests

Support Specialist

Lucas Rojas

English

Native or bilingual proficiency

Spanish

Full professional proficiency

problem solving and troubleshooting skills is required.

Content Management

Technical skills

Email application

Zendesk

Content Production Workflows

Customer Support

Bilingual Spanish/English

SalesForce database

Empathetic

Patient

Time management

Detail Oriented

Communication and interpersonal skills.

Organized and Efficient

Project Management

Reading

Caring

fast learner

Creative problem solver

strong writing and documentation skills

Creative Thinker

Faith

Health

Arts & Culture

Veterans

Work Hard Play Hard

Please briefly tell the world who you are and what you do!

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Lucas Rojas

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