Elyssa Treviño

Detail-oriented and solutions-driven customer support specialist with experience coordinating intricate service operations in fast-paced logistics environments. Skilled in managing communication workflows, handling exception-based issues, and delivering proactive support through both inbound and outbound channels. Known for translating customer needs into actionable insights, improving internal processes, and facilitating effective system training for client teams. A collaborative team player who consistently meets performance goals while enhancing the customer experience through empathy, clarity, and efficiency.

Key Achievements/Contributions:

• Manage up to 50 cases of varying severity independently while escalating more complex issues to a higher-level support.
• Led comprehensive onboarding initiatives for both internal team members and external partners according to SOP guidelines.
• Assisted with developing, implementing and updating both internal and external Standard Operating Procedures (SOPs) to streamline onboarding and support ongoing team development and knowledge retention.
• Provide guidance, onboarding and support for new team members.
• Utilize Atmosphere, a case-based management system, to work through a queue and provide support while maintaining company SLAs.