Manuela Lorah
Summary
Customer Support Team Lead professional with a background in communications and journalism. Experienced in resolving complex customer issues, improving workflows, and leading support teams. Strong bilingual communicator (English/Spanish) with a proven track record of top performance, cross-team collaboration, and delivering high levels of customer satisfaction.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
Work History
Customer Support Team Lead
Kindersystems
06.2025 - Current
- Communicate with agents regarding updates, policies, and changes related to state requirements.
- Serve as the primary customer contact for Texas support, assisting with escalated issues and ensuring timely resolution.
- Lead and support a team of customer support specialists, providing guidance and assistance with complex cases.
- Monitor support cases and workflows to identify recurring issues and improve operational processes.
- Maintain strong client relationships by delivering responsive and high-quality support.
Customer Support Specialist Tier 1
Kindersystems
05.2023 - 06.2025
- Resolved customer inquiries and technical issues while maintaining high levels of customer satisfaction.
- Demonstrated the ability to quickly learn new systems and processes.
- Successfully handled escalated customer cases and ensured resolution.
- Consistently ranked among the top performers on the team leaderboard for KPIs.
Cultural exchange participant
Cultural Care
01.2019 - 01.2022
Communications Assistant
CHEC
01.2018 - 01.2019
- Managed social media accounts and engaged with audiences while researching communication trends.
- Prepared and edited the company’s daily internal employee newsletter.
- Assisted with coordinating corporate events and internal communications.
- Responded to customer inquiries regarding company products and services.
Education
Bachelor of - Comunications and Journalism
University of Manizales
Skills
- Customer Support & Issue Resolution
- Leadership & Team Collaboration
- Critical Thinking
- Strong Communication Skills
- Problem Solving
- Attention to Detail
- Ability to Learn New Systems Quickly
Publications
La prevención del suicidio y afirmación de la vida en una institución educativa, 2019
Languages
- English
- Spanish
Timeline
Customer Support Team Lead
Kindersystems
06.2025 - Current
Customer Support Specialist Tier 1
Kindersystems
05.2023 - 06.2025
Cultural exchange participant
Cultural Care
01.2019 - 01.2022
Communications Assistant
CHEC
01.2018 - 01.2019
Bachelor of - Comunications and Journalism
University of Manizales