Customer Success Manager, LATAM/NAM

• Nov 2022 - Present

Customer Support Leader, South America

• Nov 2021 - Nov 2022

- Technical and Commercial Support Team Leader. Manager of 18 agents supporting +9 countries. - Customer Experience Management. NSS and customer escalations management. - CX Improvement Project Management. - Touchpoint owner. E2E workflow responsible. - PM: Oracle CPQ implementation. - Technical and Commercial Support Team Leader. Manager of 18 agents supporting +9 countries. - Customer Experience Management. NSS and customer escalations management. - CX Improvement Project Management. - Touchpoint owner. E2E workflow responsible. - PM: Oracle CPQ implementation.

Customer Success Lead

• Jun 2020 - Oct 2021

Pioneering continuous improvement of business indicators through customer experience excellence strategies. Leading Business Unit and supporting sales and operations areas. Customer Success Manager of Enterprises and StartUps. Team Leader of +8 operative staff.Main Responsibilities:🔹 Customer Support and Escalations Management 🔹 Net Promoter Score Management🔹 Platform and Service Onboarding Management🔹 Events Coordination & Executing plansMain Achievements:🔹 Increasing 90+ points in NPS 🔹 Customer Experience Management of 30+ main accounts.🔹 Managing customer escalations with a 9.5+ score out of 10.🔹 Leading 3 Customer Success National Projects for 1.800+ customers. Focus on networking, StartUp's scalability & Social Impact. Show less

Service Operations Lead

• Sep 2019 - Aug 2020

Pioneering continuous improvement of business indicators through service excellence strategies. Leading Business Unit and supporting sales and customer experience areas. Main responsibilities: 🔹 OpEx Management🔹 Supply Management🔹 Service Quality Control🔹 Sales and Customer Experience Support

Corporate Reputation Specialist

• Oct 2018 - Sep 2019

Responsible for the planning and execution of Corporate Reputation Strategy for Porvenir S.A account to its stakeholders. Creating and coordinating Sustainability Projects focusing on inbound marketing and improving customer experience strategies. Main responsibilities: 🔹 Planning and Execution of Social Responsibility Strategy at Porvenir S.A. 🔹 Project Manager: Elderly Care Program. 🔹 Project Manager: Financial Literacy Program for Products Onboarding. 🔹 Liaising with public relations and advertising agencies. Main achievements: 🔹 Website development - Finance Literacy: Scrum Product Owner 🔹 Project manager of Finance Literacy Program for +12M customers. 🔹 Project manager of Elder Care Program for +8K users. Show less

Head of Finance Operations

• Oct 2017 - Sep 2018

Responsible for the management of financial resources. Manage day-to-day operations, goal setting, and coaching of 5 administrative analysts to enable the accomplishment of the organizational goals. Main responsibilities: 🔹 Financial management. 🔹 Strategic planning, budgeting and follow up. 🔹 Financial management of five projects in ten Latin-American countries. Main achievements: 🔹 Management of 1M USD budget. 🔹 25% of yearly revenue increase. Responsible for the management of financial resources. Manage day-to-day operations, goal setting, and coaching of 5 administrative analysts to enable the accomplishment of the organizational goals. Main responsibilities: 🔹 Financial management. 🔹 Strategic planning, budgeting and follow up. 🔹 Financial management of five projects in ten Latin-American countries. Main achievements: 🔹 Management of 1M USD budget. 🔹 25% of yearly revenue increase.

Country Operations and Customer Experience Manager

• Jun 2016 - Sep 2017

Member of the national executive board of the organization. Customer experience management of organizational products and responsible for customer journey improvement based on processes optimization and data analysis. Main responsibilities:🔹 Customer journey planning.🔹 Planning and execution of attraction strategies and market penetration. 🔹 Market analysis.🔹 Lead a national team (three directors) and more than 2000 volunteers in 18 cities throughout the country.🔹 Manager of special projects in 5 countries of Latin-america.Main achievements: 🔹 15% growth in operational goal.🔹 100% of Customer Flow implementation🔹 Investment of +150,000USD in product development strategies. Show less

Project Manager

• Jul 2017 - Aug 2017

🔹 "Líder Global SENA" project Coordinator.🔹 Government project management and accountability for Customer Experience in Argentina, Brazil, Perú, México, and Ecuador.🔹 Responsible for partnership development with StartUps and platform onboarding.

Account Manager, Government

• May 2015 - May 2016

Member of the national executive board of the organization. Sales manager in different regions of Colombia, responsible for the generation of income through the effective management of Government accounts and the creation of new alliances to ensure growth and sustainability of the organization and its operations. Main responsibilities:🔹 Project structuring and Government partnering.🔹 Portfolio development and execution of B2B strategies. 🔹 Upselling and management of six new partnerships that represented incomes of +45.000USD. 🔹 Account Management: +1M USD of National and Local Government Parnerships.Main Achievements:🔹 125% incomens goal achievement.🔹 5 new partnerships with government. Show less

Country Project Coordinator

• Mar 2014 - May 2015

Project coordinator and account manager of AIESEC's main partner (Secretary of Education). Responsible for the promotion, selection, and onboarding of international specialists. Operational support and team leader of international specialists that guaranteed the cultural immersion platform implementation in the city's public schools.Main responsibilities and achievements:🔹 Recruitment and onboarding of 400 interns through international cooperation. Focus on East Europe.🔹 Legal, migratory and administrative support to the recruitment of 400 international interns.🔹 Lead one of the operative teams (20 international interns) to guarantee the proper execution of the educational platform and cultural immersion program in 10 public schools. Show less

Intern for Business Development and Innovation

• Jan 2013 - Mar 2014

• Process optimization support in BD projects. • Structuring and planning assistance of business ideas and innovation processes. • Contribute to costs reduction strategies and product innovation. • Process optimization support in BD projects. • Structuring and planning assistance of business ideas and innovation processes. • Contribute to costs reduction strategies and product innovation.

Student Representative

• Jan 2012 - Dec 2012

Disciplinary Affairs Delegate - Student Council:- Review of disciplinary cases and intermediation with the Academic Secretary and Dean- Education and pedagogy to students on the disciplinary manual

Academic Support for Introduction to Economics Signature

• Feb 2012 - May 2012

• Deliver support classes to the students of Economics Bachelor

Support Teacher for Foundations of Mathematics Signature

• Feb 2011 - May 2011

• Deliver support classes to the students of Business Management Bachelor • Deliver support classes to the students of Business Management Bachelor