Rosa A. Email and Phone Number

Outage & Crisis ManagementMonitoring alerts and investigating issues requiring engineering support.Managing escalations and ensuring proper routing and updates.Identifying trends to prevent future incidents and maintaining clear communication materials.

The role involves serving as an internal-facing specialist for bugs and outages, facilitating communication and collaboration between our support teams and engineering teams.

Collaborated with CSMs to customize solutions for enterprise clients like Goldman Sachs, serving as the primary point of contact for executive feedback, HR training, and issue resolution. Managed a monthly queue of 3,800 tickets with a 97.3% SLA, while developing KPIs and metrics to improve global support efficiency and service quality. Worked closely with engineering teams to resolve escalated issues and created training resources to enhance internal support processes.

Delivered advanced technical support to enterprise clients like Goldman Sachs, Airbnb, and Mark Anthony Group, achieving 98.83% SLA compliance and maintaining over 95% CSAT scores. Diagnosed and escalated complex bugs to engineering teams while providing guidance and training to L1 global support. Led customer onboarding and training sessions on Reflektive tools in collaboration with CSMs to drive an exceptional customer experience.

Selected as one of the first women on a specialized team for the Wix Hotels app, I thrived on the challenge of mastering and supporting this complex app. My responsibilities included:- Enhanced Product Performance & Integration of Wix Hotels with Channel Manager, other Wix products, driving improvements in product functionality and seamless user experience. - Conducted in-depth analysis to identify and implement performance enhancements, ensuring smoother interactions between applications.- As the primary contact for Wix Hotels, I oversaw complex tasks and high-priority escalations, acting as a key problem solver to promptly address critical issues and coordinate with stakeholders for effective resolutions.- Used Tableau to analyze support data, identify recurring issues, and create detailed reports, which informed the development of product roadmaps and guided the team in prioritizing feature improvements and addressing customer needs.- Implemented Monday.com to streamline communication across call centers, managing real-time notifications, updates, and task assignments for timely and coordinated support.- Delivered specialized support by troubleshooting complex issues and providing advanced solutions. Collaborated closely with developers and Product Support Leads to resolve technical problems and implement effective fixes.- Developed and executed manual fixes and unique workarounds for issues that were beyond standard support processes. This expertise allowed for faster resolution of problems and improved overall service quality.- Revamped training materials to enhance the onboarding process for new hires. Conducted detailed training sessions and Q&A forums to equip new team members with the knowledge and skills needed to excel in their roles when dealing with Wix Hotels, improving overall team competency and performance.My role combined deep technical expertise with leadership, driving improvements and supporting both the product and the team.

A small, hand picked group of us were chosen to launch a new language support structure for Spanish and Portuguese markets. I was thrilled to join the Spanish team and here’s a fun fact: I named our team 'Cafe con Leche,' to celebrate the diversity and blend of Latinos from different countries on our team. It symbolizes the unique backgrounds and experiences we all bring together to create something stronger.I specialized in managing complex technical support for Wix products, handling everything from advanced tech queries to de-escalations, billing, and approvals for both Spanish and English-speaking customers. Whether troubleshooting via phone, screenshare, or creating Jira escalation tickets, I ensured a smooth resolution with a sharp focus on customer satisfaction.I earned the title of 'Trainer Superhero,' where I coached new hires on customer support processes, Q&A for billing/mailbox queues, and quality assurance. I helped agents level up through call reviews and personalized feedback.Outside of tech, I had the opportunity to flex my people skills by being selected by HR to host meet and greets for potential hires and joining the welcoming committee to onboard new team members.

Starting my tech career as part of the second team hired for Wix's Miami office, I quickly gained hands-on experience in a fast-paced environment. In a workspace that began as a single room with just four desks, I was part of a 10-person team split between Miami and San Francisco. This was my introduction to the tech industry, and it was during our final week of training in San Francisco that I discovered my passion for both the field and the Bay Area, leading me to relocate and advance my career.Technical Responsibilities:- Provided real-time troubleshooting for users, diagnosing and resolving technical issues to improve their overall experience with Wix products.- Delivered personalized recommendations, helping users optimize their use of product features, ensuring they were fully equipped to maximize the platform's capabilities.- Maintained detailed documentation of all user interactions, contributing to high customer satisfaction scores by fostering strong, solution-driven relationships.- Embraced the opportunity to move to San Francisco, where I helped support the launch of a new languages team, furthering my expertise in technical support for both English and Spanish-speaking markets.This role set the stage for my growth in the tech industry, marking the beginning of a journey that would shape my future in technical support and beyond.

When e-cigs were the new "thing". I decided to open a shop and would sell e-cig products. It was the first e-cig shop with a lounge in Hollywood, Fl. - Designed all the corporate identity for the shop- Handled shipping and receiving for all of the products in the shop- Accounts Payables - Merchandising - Created a an event called wine Wednesdays in which I allowed customers to come, bring their own wine for a small corking fee and I'd provide snacks and music. There weren't many shops with a lounge so this was fun for the customers to freely vape and meet each otherFun Fact: Part of a Free Art Friday group in South Florida This event was for artists to promote their art for free throughout South Florida by leaving an art piece hidden and providing hints on Instagram or Facebook for someone to find and keep. Since I had my own shop, I would create a piece and have someone come in and do a dance or do something fun to get the piece. I was featured in an article for this event and it was a lot of fun.