Johana Velandia

I’m a Customer Success and Technical Support professional with 5+ years of fully remote experience supporting SaaS and web platforms. I focus on turning customer needs into dependable platform outcomes through clear communication and fast, structured support. In my roles, I’ve handled remote technical support via ticketing, email, and chat—consistently resolving 90%+ of tickets within SLA. I also manage and prioritize high-volume queues (40–60 tickets/week), triaging by urgency and business impact while coordinating escalations when needed. I’m especially strong in client onboarding and platform adoption, including churn prevention through proactive guidance. I specialize in API troubleshooting (including Postman), access and connectivity issue diagnosis, and bridging the gap between non-technical users and product/engineering teams. I build long-term support leverage through knowledge base documentation and repeatable resolution procedures. I’ve also supported front-end changes using HTML, CSS, and JavaScript, and even built an internal web-based calendar tool to improve team coordination.