Overview
Work History
Education
Skills
Timeline
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LUIS HERNANDEZ

MIAMI,FL

Overview

6
6
years of professional experience

Work History

Technical Support Specialist

Webflow
01.2024 - Current
  • Provided expert technical support to Webflow’s diverse clients, resolving complex web design and development issues with a focus on empathy, achieving a 95%+ satisfaction rate.
  • Resolved technical issues on Webflow’s platform (integrations, custom code, site performance), reducing average resolution time by 25%.
  • Exceeded KPIs, including cutting response times to under 2 hours and boosting resolution rates to 90%, enhancing team performance.
  • Identified recurring issues, authoring 15+ knowledge base articles and training guides, improving support efficiency by 30%
  • Collaborated with product and engineering teams to resolve escalated issues and relay user feedback, driving 5+ platform enhancements.
  • Ensured prompt, clear communication via email and chat, maintaining a 98% positive feedback rate.
  • Documented interactions in Zendesk, delivering monthly trend reports that informed 3 process improvements.

Customer Support Manager

Wix
02.2021 - 11.2023
  • Led a bilingual global team of 10+ technical support agents, boosting performance through targeted coaching and development.
  • Oversaw daily operations across calls, emails, and chat, ensuring 95%+ customer satisfaction and timely resolutions.
  • Designed and implemented support policies, standardizing quality across channels and reducing escalations by 20%.
  • Analyzed KPIs (response time, resolution rate, feedback), cutting average response time to under 2 hours and improving processes.
  • Partnered with sales and product teams to address customer needs, contributing to 3 product updates based on feedback.
  • Optimized Zendesk and knowledge base tools, increasing support efficiency by 25%.
  • Developed training programs for 10+ agents, improving resolution rates by 15%.
  • Presented monthly performance reports to senior leadership, driving 2 strategic process improvements
  • Executed retention strategies, reducing churn by 10% and enhancing customer loyalty

Senior Technical Support Specialist | Supervisor

Wix
02.2020 - 02.2021
  • Supervised a team of technical support agents, managing daily traffic across chat, calls, and emails to maintain 95%+ customer satisfaction.
  • Provided tier 3 technical support, resolving advanced issues with Wix’s platform (e.g., custom code, integrations), achieving a 90% first-contact resolution rate.
  • Trained new support agents on product features and protocols, reducing onboarding time by 25%.
  • Analyzed user data and feedback with managers, identifying trends that led to 2 platform improvements.
  • Coached agents during live interactions, improving team efficiency and response quality by 15%.

Technical Support Specialist

Wix
04.2019 - 02.2020
  • Provided technical support via phone, email, and chat, resolving complex Wix product issues with a 90%+ satisfaction rate.
  • Identified and reported bugs to the development team, collaborating to resolve critical issues and drive 4+ product updates.
  • Stayed current on Wix products and trends, enhancing support accuracy and reducing repeat inquiries by 15%.
    Created 10+ knowledge base articles from common issues, cutting resolution times by 20%.
  • Analyzed customer feedback, delivering insights that informed 3 product enhancements and refined support workflows.
  • Leveraged Zendesk for tracking and resolutions, suggesting 2 tool upgrades based on user feedback.

Education

High School Diploma -

Miami Springs Senior High
Miami, FL
2016

Skills

  • Leadership: Team Management, Training Development, Performance Coaching
  • Technical Support Tools: Zendesk, Tableau, SQL, Webflow
  • Customer Focus: Customer Satisfaction, Retention Strategies
  • Process Optimization: Workflow Improvement, Problem-Solving
  • Productivity Suites: Microsoft 365, Google Workspace
  • Languages: English (Fluent), Spanish (Fluent)

Timeline

Technical Support Specialist

Webflow
01.2024 - Current

Customer Support Manager

Wix
02.2021 - 11.2023

Senior Technical Support Specialist | Supervisor

Wix
02.2020 - 02.2021

Technical Support Specialist

Wix
04.2019 - 02.2020

High School Diploma -

Miami Springs Senior High

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LUIS HERNANDEZ