Customer Experience Specialist

Driving Insights, Efficiency, and Satisfaction

Want to see the projects and roles that define my CX journey?

Data-Driven Strategies: Turning Insights into Action

Customer experience isn’t just about solving problems—it’s about creating seamless interactions that align with both customer expectations and business goals. My approach is grounded in the belief that informed decisions come from understanding data.

By analyzing performance metrics, customer feedback, and operational trends, I uncover opportunities to improve processes and tackle challenges proactively. This mindset helps save time, streamline workflows, and elevate team performance, ensuring a better experience for both customers and the business.

It’s not just about efficiency; it’s about creating experiences that build trust and loyalty. Whether refining workflows or empowering teams to perform at their best, I focus on delivering solutions that truly make a difference.

My CX Journey Across different industries

With over 7 years of experience in the CX field, I’ve developed a clear understanding of what it takes to deliver meaningful results in today’s fast-changing landscape. I believe that leveraging data is the most reliable way to drive smart and impactful decisions.

See more details on My CX Works.

Telecommunications: Building a Strong Foundation

I started my CX journey supporting corporate clients, resolving phone line issues, managing plan upgrades, and guiding users through online platform operations.

Technology: Enhancing Technical Support

I expanded my expertise by assisting customers with technical inquiries and troubleshooting, ensuring clear guidance and efficient resolution.

Cryptocurrency: Leading with Precision

In my most recent role, I took on the responsibility of leading a team in the cryptocurrency industry. My team managed sensitive, high-visibility customer interactions on public platforms, ensuring professionalism and timely responses to protect and enhance the company’s reputation.

This role allowed me to develop key leadership skills, such as managing teams, solving complex problems, and improving processes. By using data to track performance and identify areas for improvement, I helped reduce response times, increase resolution rates, and improve overall customer satisfaction. Handling escalations and technical issues involving online wallets and transactions became an opportunity to provide solutions that strengthened client trust and confidence.

More than just completing tasks, I focused on creating a team dynamic that supported growth, collaboration, and consistent results that aligned with customer and business needs.

CX Core Competencies

01

Data Analysis & Insights

Monitor key performance metrics to evaluate team efficiency and customer satisfaction. Analyze trends to identify recurring issues, provide actionable recommendations, and set strategic goals. Develop clear reports and dashboards to share insights with stakeholders, ensuring data-driven decisions drive continuous improvement.
02

Operational Efficiency

Optimize workflows by identifying bottlenecks, refining processes, and implementing practical solutions to enhance team productivity and customer satisfaction. Proactively monitor operations to anticipate potential disruptions, addressing them with agility and precision to sustain consistent performance and deliver measurable improvements in service quality.
03

Social Media Engagement

Oversee social media support with a keen eye for detail and a deep understanding of the sensitivity and nuances required for public-facing interactions. Prioritize precision, consistency, and thoughtful communication to build trust, manage delicate situations effectively, and protect brand reputation across all platforms.
04

Customer Support Leadership

Lead diverse customer support teams across multiple time zones, ensuring smooth operations and consistent service delivery around the clock. Manage team workloads, monitor performance, and address potential challenges proactively to prevent disruptions. Foster an environment of collaboration and accountability, empowering team members to stay aligned with performance goals while maintaining a high standard of customer care across all channels.
05

Team Coaching & Mentorship

Foster a culture of growth and accountability by conducting regular one-on-one meetings with team members to provide personalized feedback and address individual challenges. Focus on skill development and goal alignment to ensure every team member understands their role in achieving team objectives. Monitor performance quality closely, offer constructive coaching, and celebrate achievements to keep motivation high.
06

Cross-Department Collab

Work closely with internal teams, including product, marketing, and operations, to align goals, share customer insights, and address recurring challenges. Act as a bridge between teams, facilitating clear communication and advocating for customer needs to streamline workflows, eliminate inefficiencies, and implement impactful solutions. By championing collaboration, ensure customer feedback directly influences product updates, service improvements, and long-term strategic initiatives.

Soft Skills

🗣️ Communication: Deliver clear guidance, set expectations, and maintain open communication with both team members and stakeholders.

👥 Leadership: Inspire and motivate teams, fostering accountability, trust, and a shared commitment to goals.

🧠 Strategic Thinking: Anticipate challenges, identify opportunities, and implement solutions that drive long-term improvement.

🔄 Adaptability: Adjust quickly to changing priorities and guide teams smoothly through transitions.

❤️ Empathy: Understand customer and team concerns, ensuring everyone feels valued and respected.

👂 Active Listening: Listen carefully to uncover root causes, address concerns effectively, and build trust.

For an in-depth look at my CX roles and accomplishments, visit My CX Works.

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Hillary Romero

Tools & Platforms Management

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Frequently Asked Questions

I have over seven years of experience in customer experience across telecommunications, technology, and cryptocurrency industries. My background includes managing multi-channel support, leading teams, and handling sensitive customer interactions with professionalism and care.

I’ve managed phone support, live chat, email, and social media interactions, ensuring consistent service quality and adapting communication strategies to meet each channel's unique requirements.

Yes, I’ve led teams responsible for managing high-visibility customer issues, overseeing daily operations, providing mentorship, and implementing strategies to improve team performance and efficiency.

I handle challenges with a focus on active listening, empathy, and strategic communication, ensuring customers feel heard while working towards a resolution that aligns with company goals.

I prioritize regular check-ins, performance monitoring, and clear feedback loops to maintain high-quality standards. I also focus on team training and mentorship to ensure everyone feels equipped to deliver exceptional service.

I focus on regular one-on-one check-ins, personalized feedback, and skill development, fostering a supportive environment where team members feel valued and motivated to excel.

Absolutely. I believe cross-department collaboration is essential for delivering seamless customer experiences, and I actively engage with product, marketing, and operations teams to align goals and share insights.

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