Experience

Atom

• France
• Professional Training and Coaching

• Support Manager

  • Mar 2023 - Present

• Customer Success Manager

  • Nov 2022 - Mar 2023



GLAMNETIC

• United States
• Personal Care Product Manufacturing
• 1 - 100 Employee

• Customer Experience Team Leader

  • Jan 2022 - Nov 2022

  As part of our Customer Experience Management team, I am responsible for a group of Customer Experience, Back Office and Social Media team members, accounting for their performance and results. My main responsibilities are: -Attend to weekly and monthly meetings to analyze our results, create new strategies to increase our sales and conversion rate, modify existing processes to engage with our customers and improve our main KPIs (revenue, CSAT, NPS and IRT). -Collaborate with the Management team sharing feedback and ideas on how to improve our communication channels, sales strategies and scripts. -Monthly syncs with our Product Development, Marketing, Social Media and Customer Experience teams to discuss new launches, share feedback about our results, review our performance, etc. -Negative feedback RCA, which is used to work on our multiple outreach projects to gain more engagement. -Responsible for creating weekly, monthly and quarterly reports on team performance. -Actively working on our video consultations with potential customers that are looking for recommendations based on their needs and preferences. -Lead our Back Office team, review and update existing processes as needed, identify opportunities on our existing workflows and implement strategies to mitigate dissatisfaction due to uncontrollable or unexpected situations (such as lost packages, out of stock items, back-end issues delaying orders, etc.) -Support with tools, resources and training creation. -Support our Social Media team (Instagram, Facebook and TikTok moderation and sales). -Team bonding activities planning and execution. Show less



TELUS International Digital Solutions

• Canada
• IT Services and IT Consulting
• 300 - 400 Employee

• Application Development Team Leader

  • Jun 2021 - Jan 2022

  -During this time, I led a group of 20+ team members, including Project Managers, Full Stack/Back End/Front end developers, QA Testers and Software Architects. -Reported KPIs to Client Managers and Operations Managers. -Bi-weekly and quarterly meetings with team members, which were conducted to discuss their results, create action plans based on their areas of opportunity and set goals for next period. -Administrative tasks to ensure all team members needs are met. -KPIs reporting. -Creation of MBR/QBR decks that were presented to Client Managers. -Created and managed the team Newsletter. -Led the Corporate Social Responsibility committee and side projects. Show less



TELUS International Central America

• Canada
• Telecommunications
• 700 & Above Employee

• Subject Matter Expert Team Lead

  • Nov 2018 - Jun 2021

  In this role I worked as part of our Sr. Management team, leading our SMEs to support our operations and ensure that all of our KPIs were met. During this time I had the opportunity to collaborate with all other departments to create, improve and update multiple projects. Some of the highlights are: -Weekly meetings with Operations, BAs and WFM to schedule product refreshers according to productive hours planning. -Creation of Negative CES (Customer Experience Score) dashboard. This allowed us to view real time data to provide feedback and create action plans on the spot. -New coaching model creation to correct our case classification accuracy, delivered by our SMEs. This improved our score significantly.-Creation of Repeat Contact Rate dashboard, RCA forms, trend analysis and coaching strategy.-Creation of expired Initial Response Time dashboard, RCA forms and collaboration with Operations to mitigate areas of opportunity.-Expired SLA RCA process creation, implementation and follow up.-All projects had a positive impact in our main KPIs and were presented to our client on a weekly basis. RCAs data was used to implement action plans and fix AOOs on our end, while product issues data was shared with client on a weekly basis. Show less

• Operations Manager

  • Nov 2020 - Feb 2021

  As an Operations Manager I collaborated with our different support areas (BAs, Learning, SMEs, Quality) and operations to ensure that our KPIs were met. During this time I worked on different projects and tasks, such as:-Ensured that our processes met standards for our client.-Developed remediation plans to show a month over month improvement in our KPIs, maintaining a steady performance of assigned LOB.-Worked on WBRs, MBRs, and QBRs, which were presented to CRM.-Supported other OMs teams covering their time off during holidays, ensured that the operations ran smoothly. Show less

• Subject Matter Expert

  • Feb 2018 - Nov 2018

  I worked as a product expert, providing support to our Technical Support agents with more complex cases. I partnered with the Engineering team to work on bugs and known issues. During this time I also collaborated with our Support Areas and Operations to create, implement and measure success of multiple projects to improve our KPIs, such as:-Transfer Rate: Narrowed down each AOO, created and delivered product training based on top trends, considering issue type and volume received.-Transfer Validity: Analyzed historical data and created multiple training and troubleshooting resources to fix knowledge gaps. -Case tagging: Revamped our taxonomy guide and created training resources for Guatemala and El Salvador teams.-Cross-geo collaboration and technical weekly syncs. -As an expert, I worked with new hires to provide additional support on product related questions and I actively worked on product updates team communications.-I provided product related feedback to detractors, worked on product analysis and remediation plans implementation to tackle top issues, focusing on main KPIs improvement and delivered positive outcome. Show less

• Technical Support Agent

  • Apr 2016 - Feb 2018

• Quality Analyst

  • Mar 2017 - Jun 2017