Genesis Holewa Rodriguez
Dublin
Summary
With over 8 years of experience in customer support, specializing in B2B and B2C environments, I have developed a strong foundation in solving complex problems, optimizing workflows, and driving customer satisfaction. I recently completed a Project Management diploma with distinction, marking a significant step toward my goal of transitioning into project management. My background in international commerce, combined with my expertise in managing teams, coordinating projects, and delivering technical solutions, positions me as a versatile professional ready to take on new challenges in project management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Slack
Dublin
11.2023 - 09.2024
- As a Customer Support Specialist for the B2B sector in the English market, I was responsible for providing high-quality technical support and driving customer success for thousands of Slack users
- By leveraging my deep knowledge of the Slack platform, I delivered tailored solutions, resolved technical inquiries, and enhanced organizational efficiency for a wide variety of clients
- Key Responsibilities & Achievements:
- Deliver Technical Solutions for Slack Users: Provided prompt and effective technical support via email and live chat, ensuring that Slack users experienced minimal disruptions in their day-to-day workflows
- Customer Insight for Performance Optimization: Proactively identified customer needs and provided strategic recommendations on how Slack could improve organizational efficiency
- Contribute to Team Success and Continuous Learning: Actively participated in team projects, contributing to a culture of continuous learning and collaboration
- Worked closely with cross-functional teams to share insights, drive improvements in customer service, and promote team success
- Resolve Customer Inquiries with Accuracy and Empathy: Handled customer inquiries with meticulous attention to detail, maintaining high levels of accuracy and promptness in issue resolution
- Demonstrated empathy in every interaction, ensuring a customer-centric approach that enhanced satisfaction and loyalty
- Drive Customer Success: Collaborated with customers to identify pain points and optimize their use of Slack
- Provided customized support that empowered businesses to leverage Slack tools for improved communication, task management, and team efficiency
- Fostered a Customer-First Approach: Embodied a customer-first mindset in all interactions, ensuring that every customer's experience was positive, efficient, and tailored to their unique needs
- This approach fostered stronger customer relationships and contributed to Slack's reputation for outstanding support
Team Coordinator & Customer Support
Wix.com
Dublin
05.2021 - 10.2023
- As part of the Customer Support team at Wix.com, I took on a dual role that combined client service excellence with project coordination and team management
- My focus was on optimizing team performance and fostering collaboration across departments to ensure seamless operations
- Project Management & Coordination:
- Managed team-building activities, overseeing everything from planning to execution
- Collaborated closely with internal teams (finance, operations) and external vendors to ensure successful outcomes
- Acted as the primary liaison between the product department and customer support teams, communicating product updates and ensuring the team was fully informed to support customers effectively
- Led end-to-end project management for internal initiatives, from organizing team meetings to creating training strategies and maintaining clear communication between departments
- Delivered weekly performance reports, analysing KPIs and comparing them across different sites to identify areas for improvement and drive team success
- Worked closely with the Learning & Development team to design and deliver training sessions for ongoing team growth, particularly during new product launches
- Customer Support & Process Improvement:
- Built strong customer relationships by deeply understanding their business needs and addressing inquiries via email, phone, and chat
- Specialized in risk management and account access, identifying potential fraud and ensuring secure access to accounts
- Optimized client websites by analyzing SEO opportunities and implementing content strategies
- Identified bugs and technical issues, escalating them to the relevant teams to ensure swift resolutions, improving the overall customer experience
- Managed complex billing cases, including issuing refunds, handling cancellations, and calculating partial refunds
- Provided clients with digital marketing guidance, helping them leverage Wix tools to grow their businesses effectively
Senior Process Executive - Customer Support
Cognizant for Google maps
Dublin
01.2016 - 04.2021
- Advising Businesses to create more accurate data to be uploaded into the maps, improving the quality of the listings by 80%
- Offering products and support to B2B
- Coaching with the creation of new materials for a newly introduced Latinoamerican market with market-specific
- Assisting customers over the phone via outbound calls and E-mails and tickets
- Working in special projects evaluating specific data deep issues investigations when needed to improve the quality of the service, having constant communication in between departs
- Supporting customers systematically through technical problems and understanding the features and benefits of the product which will help improve their business
- Working in a target-driven and changing environment overachieving targets over 52%
- Assist customers in four different markets over the globe: Spain, Mexico, Colombia and Argentina.
Local Data Operator for Google Maps
Cpl Jobs Ireland
Dublin
09.2015 - 01.2016
- Develop new training materials for emerging markets and assist in onboarding new trainees for five-year cycles
- Identify patterns and trends in data, generate reports, and utilize judgment to make informed decisions in order to enhance the quality of businesses displayed on Google Maps
- Provide customer support to Google Maps users through queues and tickets, ensuring exceptional service and actively collecting new data
- Possess strong attention to detail and experience in handling high-volume repetitive tasks.
Logistic Coordinator
Las 5 Estaciones
Guanajuato
03.2015 - 08.2015
- Reporting and assisting customers in the export processes, increasing client satisfaction by 40%
- Creating a better relationship between freight services to deliver our products
- To buyers across North America, (Canada and USA) and Final clients
- Tracking goods until it reaches their delivery spot, verifying the constants standard, and decreasing the returned goods by 20%
- Deals with custom clearance making stronger and better alliances
- Negotiating with suppliers to introduce awards programs in exchange for better quality products
- Dealing with import and export documentation such as import declarations, invoices, and vegetable health certificates
- Making daily shipments, making sure to keep the right volumes and deadlines.
Education
Project manager Diplomaa - Business Administration and Management, General
University College Dublin
09.2024
Diploma in Supply Chain Management - International Business
Universidad de Celaya, A.C.
03.2011
BA in International Trade - International Business
Universidad de Celaya, A.C.
12.2010
International Business, Management
Universitat de Lleida
01.2010
International Bussines, International Logistic
Universidad de Celaya
01.2010
Skills
- Project Management & Coordination
- Customer Success & B2B/B2C Support
- Team Leadership & Cross-Department Collaboration
- Technical Troubleshooting & Solution Delivery
- Process Improvement & Workflow Optimization
- Data Analysis & KPI Reporting
- Digital Marketing & SEO Strategies
Certification
Project Management
Languages
Spanish (Native or Bilingual), English (Full Professional), Italian (Elementary)
Affiliations
- Cooking
- Plant lover
Languages
Spanish
First Language
English
Proficient (C2)
C2
Italian
Elementary (A2)
A2
Timeline
Customer Support Specialist
Slack
11.2023 - 09.2024
Team Coordinator & Customer Support
Wix.com
05.2021 - 10.2023
Senior Process Executive - Customer Support
Cognizant for Google maps
01.2016 - 04.2021
Local Data Operator for Google Maps
Cpl Jobs Ireland
09.2015 - 01.2016
Logistic Coordinator
Las 5 Estaciones
03.2015 - 08.2015
Project Management
Project manager Diplomaa - Business Administration and Management, General
University College Dublin
Diploma in Supply Chain Management - International Business
Universidad de Celaya, A.C.
BA in International Trade - International Business
Universidad de Celaya, A.C.
International Business, Management
Universitat de Lleida
International Bussines, International Logistic
Universidad de Celaya
Similar Profiles
Tyler RoussellTyler Roussell
VP of Marketing at SlackVP of Marketing at Slack
Harry Abdi-NurHarry Abdi-Nur
Senior Sales Development Representative at SlackSenior Sales Development Representative at Slack
Carina VickeryCarina Vickery
Senior Executive Assistant at SlackSenior Executive Assistant at Slack