Glenard Santiago

I am a seasoned Customer Support and Community Manager with a keen track record in delivering top-notch service via email, live chat, and social media. Having spent years in this line of work, I have learned in depth the art of engaging with customers, resolving issues promptly, and establishing valuable interactions that echo the brand voice and tone.

I have spent a significant portion of my career in customer-facing roles, where I’ve handled high volumes of inquiries, troubleshooting issues, managing expectations, and ensuring a positive customer experience. My expertise spans platforms like Zendesk and HubSpot tools I’ve used to manage tickets, live chat conversations, and customer information.

Social media engagement has exposed me to responding to user messages and comments and managing community pages on social media platforms such as Facebook, Instagram, Twitter, and Discord. I understand how to straddle staying true to a brand's voice and yet still be human, respectful, and solution oriented. I excel at converting negative engagements into connection and growth opportunities, which in most cases has meant increased customer trust and loyalty in the community.

My best skills are my detail and adaptability, and reliability. I excel in high-volume settings and am continually seeking to streamline processes and improve the customer or community experience. Regardless of whether it's writing good email replies, sorting comments to allow secure and safe conversation, or participating in live chat, and I contribute a consistent combination of technical proficiency, emotional intelligence, and professional integrity to the work.

I'm enthusiastic about assisting and making the online world an even more human-centered place. Do you require someone competent to project your voice with compassion, reliability, and professionalism.

I'd be more than happy to do so.