Heidi Trigueros
Tripadvisor
East Boston,MA
1
Language
10
years of professional experience
I started as a bilingual customer support agent at TripAdvisor and worked my way to a more senior team through various promotions. I was a mentee for the team I eventually joined (Customer Relations) and over time became the subject matter expert to various different areas: SiteSync for SinglePlatform (creating websites), Managing all bug reports and tickets opened by customer support providing end to end resolutions, meetings with stakeholders whenever a large product update had high impact probability for customers.
Work History
Senior Customer Relations Specialist
1 Year 3 Months- Own and manage complex escalations across customer support, product defects, billing, financial disputes, and data privacy, serving as a key stakeholder in case resolution and operational decision-making.
- Drive the end-to-end management of product bug reports through Jira, prioritizing issues, coordinating with Engineering teams, monitoring sprint progress and turnaround times, and advocating for timely resolutions.
- Created and managed a weekly bug reporting process to track escalation volumes, Jira ticket activity, recurring issues, and incorrectly routed cases. Analyzed trends and communicated critical bugs, known issues, customer impacts, and product updates to support operational decisions and cross-functional alignment.
- Develop and maintain weekly bug and case reporting to provide the Operations team with visibility into ticket volume, recurring issues, resolution progress, and trends impacting customers and internal workflows.
- Participate in regular meetings with Engineering and Product stakeholders to discuss reported defects, track progress, communicate customer impact, and align on resolutions and process improvements.
- Exercise decision-making authority on complex billing and financial cases, refunds, and escalations, partnering with Finance, Legal, PR, and other stakeholders to determine appropriate resolutions.
- Manage data privacy escalations, including data erasure requests submitted through OneTrust, disputed Tripadvisor reviews involving privacy concerns, and complaints received through multiple channels, collaborating with the Privacy Committee to support regulatory compliance.
- Serve as a key point of contact for the Knowledge Management team, communicating product updates, emerging issues, and operational changes that require updates to support processes, templates, and knowledge base articles.
- Provide training, guidance, and ongoing support to agents handling escalated cases, ensuring consistent application of processes and effective case resolution.
- Lead quarterly projects focused on improving operational efficiency, strengthening support processes, and sharing insights and knowledge across Customer Relations and Customer Support.
- Collaborate cross-functionally with Engineering, Product Management, Finance/Accounting, Legal, PR, Privacy, Fraud, Community, Animal Welfare, and Knowledge Management to resolve complex issues and improve the customer experience.
Customer Relations Specialist
3 Years 4 Months- Managed escalated customer support cases that required specialized investigation or resolution beyond the scope of the standard Support team, including refunds, billing disputes, and correspondence escalated by Legal and PR.
- Created and managed Jira tickets for reported product bugs, documenting issues, communicating findings to Engineering, monitoring ticket progress, and providing updates and resolutions to affected users.
- Investigated and processed data privacy requests, including data erasure tickets submitted through OneTrust, disputed Tripadvisor reviews involving privacy concerns, and complaints received through various channels.
- Maintained accurate records of escalated cases and reported product issues, contributing to internal tracking and operational visibility.
- Coordinated with Engineering, Finance/Accounting, Legal, PR, and other internal teams to investigate customer issues, facilitate appropriate resolutions, and ensure cases were handled according to established procedures.
- Supported the Customer Relations team by sharing product issue insights, communicating recurring customer concerns, and contributing to process improvements and quarterly projects.
Senior Customer Support Specialist
1 Year- Promoted from Bilingual Customer Support Specialist to Senior Support.
- Handled all Support tasks from a next-tier performance level. Provided advice for Offshore agents in resolving cases they were unable to decipher.
- Worked in tandem on Support for SinglePlatform as a Customer Success Agent. Assist with Tier 1 and Tier 2 inbound calls and emails (utilizing SaaS Salesforce Lightning) to provide support to business owners in updating their business listing and pushing content to partner publishers such as: Tripadvisor, Google, Yelp, Foursquare, Yellowpages, etc.
- Troubleshoot any issues that arise with incorrect menu, business information, web and mobile versions as well as SinglePlatform managed websites (Website Builder, Weebly, Duda).
Bilingual Customer Support Specialist
3 Years- Provide support in English and Spanish through multiple channels:
- Incoming Calls, Helpdesk. Calls, Email, Chat, and Social Media (Facebook + Twitter). Utilize Slack, Salesforce, and Tableau in order to exceed productivity levels with targets such as: Call Handle Time, Email Handle Time, First-time Contact Resolution, and Professionalism. Make edits to business and user information as requested within company guidelines.
- Work closely with relevant teams: Customer Relations, Listing, Restaurant and Hotels, and Content + Fraud Teams.
Front Desk Manager
5 Years- Served as a first point of contact for walk-ins, answering calls, helping and directing patients to their doctor/appointments. Scheduled and rescheduled patients using the Windent software system. Sent and retrieved x-rays, referrals, and reports for every patient visit.
Education
- Business Administration
Completed some college while working Full-time.
High School Diploma
Graduated from vocational school with education in Business Technologies.
Skills
Operations & Process Improvement: Operational Reporting & KPI Tracking
Data Analysis & Trend Identification
Process Development & Improvement
Workflow Optimization
Escalation Management
Root Cause & Recurring Issue Analysis
Product & Technical Support: Product Issue Management
Jira Bug Tracking & Triage
Product Support
Customer Escalation Resolution
Cross-Functional Stakeholder Management
Knowledge Management & Documentation
Customer Relations & Compliance: Customer Support Operations
Complex Case Resolution
Billing & Financial Escalations
Refund Processing
Data Privacy Requests
Cross-Functional Collaboration
Tools & Platforms: Jira
Confluence
Salesforce
Trello
Microsoft Office
Google Workspace
Atlassian Tools
LANGUAGES
English and Spanish — Reading, Writing, and Speaking.
Timeline
Senior Customer Relations Specialist
Tripadvisor
07.2025 - CurrentRead More
Customer Relations Specialist
Tripadvisor
03.2022 - 07.2025Read More
Senior Customer Support Specialist
Tripadvisor
03.2021 - 03.2022Read More
Bilingual Customer Support Specialist
Tripadvisor
03.2019 - 03.2022Read More
Front Desk Manager
Dental Specialty Partners
03.2017 - 03.2022Read More
Joseph P. Keefe Technical High School
High School Diploma
Read More
Massbay Community College
from Business Administration
Read More