Aylin Romero
San Pedro Sula
Summary
Experienced Technical Support Specialist with over five+ years in customer service and technical support roles. Skilled in troubleshooting, problem-solving, and providing top-tier customer assistance across multiple communication channels. Adept at managing escalations, training teams, and optimizing customer interactions to improve satisfaction and efficiency.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Forma
10.2023 - Current
- Provide high-quality B2B SaaS customer support across live chat, email, phone, ticketing systems, and social media, ensuring seamless user experiences.
- Troubleshoot complex SaaS platform issues, guiding users through product functionality and integrations while reducing escalations.
- Deliver customer success strategies, offering personalized recommendations to optimize user engagement and retention.
- Serve as a product expert, proactively identifying pain points and providing actionable solutions to improve customer satisfaction scores (CSAT).
- Work closely with product and engineering teams to escalate platform-related bugs and contribute to UI/UX improvements based on customer feedback.
- Maintain detailed CRM records of customer interactions, ensuring data accuracy and insights for process improvements.
Customer Support Specialist | Dispatch Supervisor
Parzival Plumbing
08.2020 - 06.2023
- Managed and optimized scheduling for field technicians using GPS tracking and dispatching software, reducing response time by 20%.
- Acted as the primary liaison between service technicians and customers, ensuring smooth communication and efficient job assignments.
- Maintained and updated customer repair records using a centralized database, ensuring data accuracy and compliance.
- Monitored technician workload to maximize efficiency, reduce downtime, and enhance service delivery.
- Assisted in training new dispatchers and customer service representatives, improving team performance.
Content Editor and Technical Support Specialist Level II
PartnerHero
10.2017 - 07.2020
- Provided B2B SaaS customer support for restaurant management software, ensuring clients could efficiently manage eCommerce operations.
- Diagnosed and resolved technical issues related to software performance, APIs, and integrations, ensuring high uptime and functionality.
- Handled customer success initiatives, proactively engaging with users to enhance product adoption and resolve pain points.
- Used Zendesk, Aircall, and Slack to manage inbound support requests, ensuring fast response times and high customer satisfaction (CSAT).
- Created and updated technical documentation and knowledge base articles, improving self-service options and reducing support ticket volume.
Education
Psychology
CEUTEC
San Pedro Sula, Honduras01-2019
Skills
- SaaS Platform Support & Troubleshooting
- Cloud-Based Software Assistance
- API & Integration Support
- CRM & Ticketing Systems
- Technical Documentation & Knowledge Base Management
- Data Analysis & Reporting
- Cross-Functional Collaboration (Product, Engineering, Sales, Success Teams)
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Support Specialist
Forma
10.2023 - Current
Customer Support Specialist | Dispatch Supervisor
Parzival Plumbing
08.2020 - 06.2023
Content Editor and Technical Support Specialist Level II
PartnerHero
10.2017 - 07.2020
Psychology
CEUTEC
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