Olga Stephany Melendez Guzman
San Pedro Sula
Summary
Results-driven Customer Support Advocate with 8+ years of experience providing B2B SaaS customer service and technical support. Expertise in handling live chat, email, phone, and ticketing systems, ensuring prompt issue resolution and high customer satisfaction. Skilled in troubleshooting, product guidance, and customer onboarding, with a strong ability to collaborate across cross-functional teams to address technical and account-related concerns. Recognized for problem-solving, multitasking, and delivering an outstanding user experience.
Overview
8
8
years of professional experience
Work History
Customer Support Advocate
Forma
10.2023 - Current
- Delivering B2B SaaS customer support via live chat, email, ticketing, social media, and phone, ensuring high-quality service for enterprise clients.
- Providing technical and account support to business users, troubleshooting platform issues, and guiding them through product functionalities.
- Maintaining detailed and accurate case documentation in CRM platforms (Zendesk, Salesforce) to track customer interactions and resolutions.
- Collaborating with cross-functional teams (engineering, product, and operations) to escalate and resolve complex issues, improving overall user satisfaction.
Customer Support Specialist
Collective Solutions
11.2022 - 10.2023
- Responded to high-volume customer inquiries via email, providing timely and accurate resolutions.
- Resolved billing, order, and product-related issues, ensuring customer satisfaction and retention.
- Maintained an average response time of under 24 hours, improving support efficiency.
Order Entry Specialist
Alorica
04.2022 - 09.2022
- Processed incoming customer orders daily with high accuracy and efficiency.
- Reviewed and verified order details to prevent discrepancies and ensure proper fulfillment.
- Managed order tracking, updates, and customer follow-ups to improve transparency.
- Worked closely with logistics and fulfillment teams to expedite urgent orders.
Customer Service and Technical Support Specialist
Concentrix
02.2017 - 11.2021
- Provided technical support and troubleshooting for cable, internet, and phone services.
- Assisted customers with billing inquiries, payment processing, and service upgrades.
- Maintained a 90%+ customer satisfaction (CSAT) score, exceeding company benchmarks.
- Used knowledge base tools to provide accurate solutions and reduce call handling time.
Education
Bachelor of Laws -
CEUTEC
San Pedro Sula, Honduras01-2027
Skills
- SaaS Platform Support & Troubleshooting
- CRM & Ticketing Systems
- Order Processing and Account Management
- Customer-Centric Communication
- Adaptability and Fast Learning
- Multitasking and Time Management
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Support Advocate
Forma
10.2023 - Current
Customer Support Specialist
Collective Solutions
11.2022 - 10.2023
Order Entry Specialist
Alorica
04.2022 - 09.2022
Customer Service and Technical Support Specialist
Concentrix
02.2017 - 11.2021
Bachelor of Laws -
CEUTEC
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