María Angélica Pineda Herrera

Vertical software, B2B e-commerce, and payments software company for the floral industry, managing over $1 billion in annual transactions.

• Provide expert-level technical support to customers via various channels (phone, email, chat).
• Troubleshoot and resolve customer inquiries related to the functionality and usage of our SaaS products.
• Collaborate with the product development team to escalate and resolve complex technical issues.
• Develop and maintain a deep understanding of our SaaS products and stay updated on new features and updates.
• Create and update documentation, knowledge base articles, and FAQs to assist customers in finding solutions independently.
• Communicate effectively with customers, conveying technical information in a clear and understandable manner.
• Provide timely and accurate updates to customers on the status of their inquiries and resolutions.
• Assist in identifying trends in customer issues and collaborate with the team to improve product functionality and user experience.
• Participate in the creation and execution of test cases to ensure product quality.

Start-up focused in the creation of boutique, specialized services to technology companies for their customer experience and lifecycle processes.

• Manage Enterprise Agreement onboarding processes for High Touch, Global Enterprise Segment and Public Sector Cisco customers
• Introducing them to their Cisco portfolios
• Orchestrating the engagement of technical resources
• Driving implementation and adoption efforts along with the Customer Success (CX) team as they get started in their lifecycle journey.

Leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world's best brands

• High level expertise and knowledge in Health Insurance matters, contributing to team efforts, guidance and training to the operation (agents, managers, etc.)
• Helping business leaders evaluate the needs of the organization by assisting with quality assurance, KPI analysis
• Support to management by generating Performance Improvement Plans and taking care of the team management while the supervisor was OOO.

• First point of contact for elderly health insurance customers, providing accurate resolution to their issues and advocating for them aiming to guarantee the access to their rights and entitlements while showing a caring, empathetic attitude towards their personal situations
• Deep knowledge of complex product/service (US HealthCare system)
• Call handling in difficult and complex situations.