Chanel Milanes
Lake Mary
Summary
Customer Support Specialist with experience in SaaS environments, identity verification, and high-volume customer care. Skilled in managing multi-channel support (chat, email, video), resolving complex issues, and delivering a consistently high-quality customer experience. Strong ability to explain technical processes to non-technical users, collaborate cross-functionally, and maintain top performance metrics. Thrives in fast-paced, growth-focused environments with a strong sense of ownership and attention to detail.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
Alorica (ID.me)
Lake Mary
12.2025 - Current
- Provide real-time support via chat, email, and video calls, assisting users with identity verification and account access.
- Perform secure identity verification (KYC) including document validation and facial recognition (face match).
- Troubleshoot account issues and guide users through platform workflows, improving customer satisfaction and resolution times.
- Maintain strong performance metrics, consistently meeting goals for adherence, handle time (AHT), and quality assurance (QA).
- Translate complex technical processes into clear, user-friendly instructions for non-technical users.
- Identify and escalate critical issues, ensuring timely resolution and customer retention.
- Document customer interactions and contribute insights to improve support processes and workflows.
Passenger Service Agent (Gate Lead /Flight Controller
Swissport USA (Emirates Airlines)
Miami
10.2024 - 10.2025
- Delivered high-level customer service in a fast-paced, high-pressure environment, assisting international passengers.
- Led boarding operations as Gate Lead, ensuring efficient and on-time departures.
- Coordinated pre-departure activities as Flight Controller, including seating, upgrades, and special assistance requests.
- Generated $10K+ monthly in ancillary revenue through upgrades and baggage services.
- Resolved customer issues in real time, maintaining a strong focus on customer satisfaction and experience.
- Collaborated with cross-functional teams to ensure seamless service delivery.
- Utilized systems such as Amadeus to manage bookings and customer data.
Customer Service Representative
Jaly Fresh Market
Sanford
06.2023 - 09.2024
- Delivered front-line customer support, handling transactions, inquiries, and issue resolution.
- Maintained a positive customer experience through effective communication and problem-solving.
- Assisted with store operations including cash handling and customer assistance.
- Built strong customer relationships, contributing to repeat business and loyalty.
- Worked efficiently in a fast-paced environment while maintaining accuracy and attention to detail.
Education
Pre-University Institute of Exact Sciences V.I.L
La Habana, Cuba, HabanaSome College (No Degree) - Law
University of La Habana
La Habana, Cuba, HabanaSkills
- Customer Support (Chat, Email, Video)
- SaaS Platforms & Cloud-Based Tools
- Identity Verification (KYC)
- Issue Resolution & Escalation
- Customer Satisfaction & Retention
- Technical Troubleshooting
- CRM & Support Tools
- Performance Metrics (AHT, QA, Adherence)
- Cross-functional Collaboration
- Written & Verbal Communication
- Attention to Detail
- Fast-Paced Environment
Languages
English
Native/ Bilingual
A1
Spanish
Native/ Bilingual
A1
Timeline
Customer Support Specialist
Alorica (ID.me)
12.2025 - Current
Passenger Service Agent (Gate Lead /Flight Controller
Swissport USA (Emirates Airlines)
10.2024 - 10.2025
Customer Service Representative
Jaly Fresh Market
06.2023 - 09.2024
Pre-University Institute of Exact Sciences V.I.L
Some College (No Degree) - Law
University of La Habana