Daniela Cabezas Soto
Customer Experience Manager at Lemu- Claim this Profile
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Español Native or bilingual proficiency
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Inglés Full professional proficiency
Topline Score
Bio
Nico Poggi
Daniela is an extremely dedicated and thoughtful teammate - we worked together at Prey, a time during which we collaborated not only within Daniela's customer support role, but conducting together product, user, and market research for the team. She goes an extra mile to ensure goals are met and never doubts to help cross-area to unblock projects.
Rafael Olavarrieta
I've worked with Daniela for the past 2 years in the Support and Customer Experience team at Prey. She's extremely diligent and passionate about her work, always looking for solutions that may impact positively both the area KPIs and our customers' experience. She's a fast learner, and is always looking on ways to improve the area processes and grow professionally.
Nico Poggi
Daniela is an extremely dedicated and thoughtful teammate - we worked together at Prey, a time during which we collaborated not only within Daniela's customer support role, but conducting together product, user, and market research for the team. She goes an extra mile to ensure goals are met and never doubts to help cross-area to unblock projects.
Rafael Olavarrieta
I've worked with Daniela for the past 2 years in the Support and Customer Experience team at Prey. She's extremely diligent and passionate about her work, always looking for solutions that may impact positively both the area KPIs and our customers' experience. She's a fast learner, and is always looking on ways to improve the area processes and grow professionally.
Nico Poggi
Daniela is an extremely dedicated and thoughtful teammate - we worked together at Prey, a time during which we collaborated not only within Daniela's customer support role, but conducting together product, user, and market research for the team. She goes an extra mile to ensure goals are met and never doubts to help cross-area to unblock projects.
Rafael Olavarrieta
I've worked with Daniela for the past 2 years in the Support and Customer Experience team at Prey. She's extremely diligent and passionate about her work, always looking for solutions that may impact positively both the area KPIs and our customers' experience. She's a fast learner, and is always looking on ways to improve the area processes and grow professionally.
Nico Poggi
Daniela is an extremely dedicated and thoughtful teammate - we worked together at Prey, a time during which we collaborated not only within Daniela's customer support role, but conducting together product, user, and market research for the team. She goes an extra mile to ensure goals are met and never doubts to help cross-area to unblock projects.
Rafael Olavarrieta
I've worked with Daniela for the past 2 years in the Support and Customer Experience team at Prey. She's extremely diligent and passionate about her work, always looking for solutions that may impact positively both the area KPIs and our customers' experience. She's a fast learner, and is always looking on ways to improve the area processes and grow professionally.
Credentials
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Scrum Foundation Professional Certificate SFPC v2020
CertiProfJan, 2023- Nov, 2024 -
Curso para Crear Embudos de Venta
PlatziSep, 2022- Nov, 2024 -
UX/UI Design
CoderhouseJan, 2023- Nov, 2024
Experience
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Lemu
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Chile
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Experience Manager
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Apr 2023 - Present
As a Customer Experience Manager, my focus is on delivering exceptional user satisfaction and driving product innovation. My role encompasses: Customer Support & Feedback: Providing responsive customer support and serving as a conduit between users and the product team. I gather and translate user feedback into actionable insights for impactful improvements. Comprehensive Documentation: Creating internal resources to equip teammates with a deep understanding of our product. Externally, I develop user-centric materials such as manuals and release notes for Lemu. UX Research: Conduct thorough UX research to uncover user behaviors and preferences. This data-driven approach guides the refinement of our product to meet user needs effectively. Show less
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Prey
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Chile
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Computer and Network Security
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1 - 100 Employee
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Prospect and Customer Development Lead
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Jun 2022 - Mar 2023
Devise, manage, and implement projects focused on growth and continuous improvement to meet the objectives of the Support and Sales area. Technical support for Key clients. Manage projects to solve the Team and Client needs. Manager of the Support Kanban, working directly with the Technology and Support team, prioritizing and ensuring ticket resolution within the agreed SLA framework. Research qualitatively and quantitatively on demand according to the needs of the area. Implementation of Outbound methodologies for Sales Show less
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Customer Support Manager
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Aug 2020 - Jul 2022
Technical Support assistance to critical or high-risk B2B customers. Survey of projects for continuous improvement of the product and processes within the Support area. War rooms manager for critical incidents with technology teams and external communications with the marketing team. Stakeholder - Growth Cells.
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Customer Support Agent
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Sep 2017 - Jul 2020
Development and maintenance of business relationships with customers and users of Prey. Active monitoring and analysis of cases to give continuity with effective and consistent resolutions. High capacity for organization, time management, and negotiation (internal and external) in pursuit of complete customer satisfaction.
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Universidad Diego Portales
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Chile
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Higher Education
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700 & Above Employee
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Ayudante de cátedra
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Dec 2013 - Dec 2018
Cátedras de fundamentos biológicos del comportamiento, neurociencia, razonamiento, investigación cuantitativa, psicomotricidad y evaluación neuropsicológica.
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Asistente de Investigación
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2013 - 2016
Recolección y análisis de datos conductuales/electroencefalográficos. Validación de estímulos e instrumentos.
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Education
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2023 - 2023
Coderhouse
UX/UI Design -
2012 - 2017
Universidad Diego Portales
Bachelor's degree, Psychology -
2020 - 2021
Universidad Diego Portales
Graduate Degree, Clinical Neuropsychology -
2019 - 2019
Universidad Diego Portales
Graduate Degree, Neuropsychological Rehabilitation
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