Isa Rios
Manager, Customer Success at Viva - Virtual Analysts- Claim this Profile
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Alemán Limited working proficiency
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Inglés Full professional proficiency
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Italiano Elementary proficiency
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Español Native or bilingual proficiency
Topline Score
Bio
Credentials
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Disciplined Agile Scrum Master (DASM)
Project Management InstituteJun, 2022- Nov, 2024
Experience
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Viva - Executive Assistants
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United States
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Business Consulting and Services
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1 - 100 Employee
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Manager, Customer Success
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Jul 2022 - Present
- Led the development of the Customer Success team structure and processes- Develop strong relationships with customers, acting as their primary point of contact and building trust and rapport.- Guide customers through the onboarding process, ensuring a smooth transition and successful implementation of our service- Proactively engage with customers to understand their needs, address concerns, and promote customer satisfaction, with the goal of increasing customer retention and renewal rates.- Take ownership of customer accounts, monitor performance, and identify opportunities for growth and upselling.- Gather customer feedback to advocate for service improvements and enhancements based on customer needs.- Develop customer success plans, tailored to individual customer needs and goals, outlining milestones and action items to drive customer satisfaction and success.- Oversight of a team of 10 analysts Show less
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Senior Virtual Analyst
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Jan 2022 - Jul 2022
- Oversaw 6 analysts supporting customers- Managed communication with customers- Achieved expansion of customer accounts
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Virtual Analyst
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Feb 2021 - Jan 2022
- Implemented weekly wellness sessions for the team- Improved recruitment process by making the application process more efficient- Daily Operational Activities: calendar management, travel management, meeting preparation, agenda preparation, etc.
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DarwinAI
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Canada
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Software Development
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1 - 100 Employee
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Associate Project Manager
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Feb 2022 - Mar 2023
- Managed the project plan for product build and deployment- Led weekly and daily team stand-ups
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Operations Coordinator
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Apr 2021 - Feb 2022
- Supported in the development of employee handbook and company policies- Led recruitment and onboarding process of co-op program- Led culture and wellness initiatives- Implemented Ally and Officevibe
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Ideas Talento
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Guatemala, Guatemala
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Freelance Consultant
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Jan 2019 - Apr 2021
- Implemented assessments to recommend organizational improvements to clients. - Led organizational climate analysis for an organization that aims to end world hunger, located in five different countries. Recommended improvements led to direct outcomes at three different organizations - Implemented assessments to recommend organizational improvements to clients. - Led organizational climate analysis for an organization that aims to end world hunger, located in five different countries. Recommended improvements led to direct outcomes at three different organizations
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Inversiones Iraka, S.A.
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Guatemala
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Assistant Manager
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Oct 2014 - Jan 2021
- Managed 15 apartments for a Guatemalan real estate company - Supervised three employees to perform tasks across the real estate portfolio - Completed monthly budget planning and drove efficiencies in the billing process - Managed 15 apartments for a Guatemalan real estate company - Supervised three employees to perform tasks across the real estate portfolio - Completed monthly budget planning and drove efficiencies in the billing process
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ASOPUENTE
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Guatemala, Guatemala
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Monitoring & Evaulation Officer
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Mar 2013 - Oct 2013
-Developed and implemented the monitoring and evaluation program for an organization that sought women empowerment in rural communities in Guatemala. - Trained the technical team on the new monitoring and evaluation procedures. - Achieved greater accuracy of results presented to donors, which led to increased funding to implement the project in seven new communities -Developed and implemented the monitoring and evaluation program for an organization that sought women empowerment in rural communities in Guatemala. - Trained the technical team on the new monitoring and evaluation procedures. - Achieved greater accuracy of results presented to donors, which led to increased funding to implement the project in seven new communities
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San Diego State University
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United States
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Higher Education
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700 & Above Employee
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Student Assistant
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Jun 2007 - Nov 2009
- Organized orientation for 2,000 new international students - Guided the students upon their arrival at the University - Shortened student check-in process by 3 hours - Organized orientation for 2,000 new international students - Guided the students upon their arrival at the University - Shortened student check-in process by 3 hours
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Education
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2014 - 2019
Universidad del Valle de Guatemala
Master's Degree, Counselling Psychology -
2007 - 2010
San Diego State University
Bachelor of Arts, Psychology -
2007 - 2010
San Diego State University
Bachelor of Science, Foods and Nutrition
Community
