Susana Salvatierra

I help businesses stay on top of their day-to-day operations, customer service, quality, admin work, and team coordination. Most of what I do comes down to actually understanding what's going on with a customer or a process, instead of just checking a box, and then building something the team can keep using once things get busy.

The clearest example is my time at Callnovo Contact Center. I started as a rep and got promoted to supervisor in under a year. In that role I brought CSAT up from around 70-80% to a steady 92-97%, mostly through regular quality reviews and one-on-one coaching. The team also grew from 6-8 agents to over 20 during a seasonal push, and we kept service quality steady through that.

Before Callnovo, I handled customer service and admin at a motorcycle workshop — quotes, supplier communication, cash flow, and helping decide on equipment purchases. I started out in a bilingual call center.

What I can help with:

Bilingual customer support (English/Spanish)
-email, chat, phone
-Quality control and reviewing interactions
-Process improvement and workflow optimization
-Writing procedures and knowledge base documentation
-Admin and operational support
-Client and vendor communication

If any of this is what you need for your business, reach out and we can talk it through.