Mateo De La Roche
Customer Service Specialist
Professional profile
Professional with 3+ years in Customer Success and Data Analytics for North American markets . Skilled in dashboards , KPIs , SQL , Google Sheets , and AI tools for data analysis , process automation , and customer experience improvement
Work experience
Managed 40+ daily interactions, used CRM, resolved complex inquiries, collaborated cross-functionally, and used ChatGPT/Claude for response optimization and efficiency.
Major achievementAchieved 95%+ CSAT and 95% First Contact Resolution using CRM, AI tools, and process improvement for North American clients.
Designed dashboards, executed SQL queries, monitored KPIs, presented insights, led coaching, and used AI (ChatGPT, Claude, DeepSeek) for analysis and automation. Achieved high CSAT, low AHT, and low escalation rates.
Major achievementSustained 95%+ CSAT and 90%+ QA scores by leveraging data-driven coaching and AI tools for process automation and customer experience improvement.
Education experience
Cymetria & tecnalia colombia | Carrera tecnológica
