Estela C.

Background

About Estela C.

With over 15 years in Customer Experience and Support Operations, I specialize in building scalable CX teams, implementing support tools, and driving process excellence. I have led operations in early-stage startups, high-growth companies, and international environments.I’m passionate about leading people and creating efficient, customer-centric operations that reduce friction and empower teams.Key highlights- Fixed knowledge and process gaps, leading to reduced SLA breaches from over 75% to less than 25% in three months- Scaled a support team to handle exponential growth in the customer base, reaching a team of 23 reports in about 9 months, speeding up new agent onboarding with a buddy system- Implemented Zendesk from scratch in three different companies, driving efficiency and process consistency- Led international BPO operations at AstroPay, improving CSAT by 30+ points and strengthening vendor partnerships- Structured knowledge management systems in Notion, improving agent ramp-up and cross-market scalability.I’m always thrilled to lead teams, optimize operations, and contribute to customer-centric environments where people and processes grow together.Feel free to connect with me. I'm happy to chat about opportunities where I can scale CX teams, structure support operations, and drive customer excellence.