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Work Background
AivoManager, Customer Success
Mar. 2021Responsibilities:
-Designing and executing success plans to ensure customer success with acquired solutions, as to business goals, technical environment, and industry cases
-Propose to clients use transactional cases in different industries that impact the business in terms of operative expenditures (OPEX) reduction, revenue-generation, and customer satisfaction (CSAT)
-Finding growth opportunities on assigned accounts, by using strategies such as the opening of new channels, implementing integrations via API REST, and others
-Analyze customer health to identify risks, potential churns and manage conflicts Key achievements:
-Monthly Recurring Revenue (MRR) in Latin America rose by 7% in 2021 -The churn rate in Latin America was less than 3% for assigned accounts
-I led the implementation of a virtual assistant to decompress 50% of the appointment schedule in a health entity, through a highly complex project coordinating with a strategic partner, a technical team, and the client.
Grupo INGCO - Ingenio ColombianoOperations and Customer Service Lead
Aug. 2016 - Feb. 2021Responsibilities:
-Lead the team to achieve the annual goal of renewal and growth
-Automate processes in HubSpot CRM according to customer lifecycle stages. (Inbound marketing, sales, onboarding, and service support)
-Create and implement playbooks to train and improve clients' experiences
-Designing strategies as needed to each customer by using Customer-Centric and Customer Journey methodologies
-Delivery insights to the board regarding analysis of Customer lifetime value (LTV), Customer acquisition cost (CAC), and other unit economics Key Achievements:
-During two consecutive years, exceeded the annual renewal goal by 90%
-I played a lead role in the implementation of a service customer model that increased user sessions by 40% on the Virtual Plant Platform in 2020
Mundial de Accesorios SASAnalista de procesos
Jun. 2015 - Nov. 2015carrera 15 no 12 - 49Cargo:Analista de procesos Tiempo laborado: 5 de junio de 2015 – 30 de noviembre de 2015 (medio tiempo)
Teléfono: (+57-1)+2430551 Elizabeth Mesa Berrio – Jefe de personal
Logros y funciones desempeñadas: • Acompañar a la gerencia en la elaboración de la planeación estratégica de la compañía y en el establecimiento de políticas bajo normas NIIF.
• Supervisar y rendir informes de desempeño de cada puesto de trabajo de acuerdo al manual de funciones.
• Realizar control y seguimiento de todas las etapas de los pedidos (15 diarios en promedio) desde la toma por parte del vendedor hasta la entrega a satisfacción del cliente
• Realizar control y seguimiento al proceso de facturación.
• Establecer mecanismos de control para evitar errores en el alistamiento de los pedidos por parte de los auxiliares de bodega.
• Diseño e implementación del proceso de Garantías y Devoluciones • Resolución de casos de rechazos, reclamaciones y devoluciones de mercancía por parte del cliente.
• Coordinar semanalmente reuniones entre vendedores y jefe de bodega para socializar precios, referencias nuevas, faltantes de mercancía e incidentes con clientes, generando acciones correctivas y de mejora.
Mármoles y Mobiliario SASDirectora Administrativa
Jan. 2014 - Aug. 2016Through this role, I was able to be a co-funder for a company, that specialized in the design, supply, and manufacturing of architectural finishes for the construction industry. As part of this entrepreneurship, I gained a broad view of the business world, and I contributed to introducing the direct sales digital channels by which 20% of the total clients were obtained by 2015, besides I achieved a Canadian Colombo Alliance to production and commercialization of furniture in Canada.
Grupo INGCO - Ingenio ColombianoCoordinadora Operativa y de Servicio
Feb. 2012 - Dec. 2013• Crear y ejecutar el proceso de implementación y facilitación de herramientas tipo AVA (Ambientes Virtuales de Aprendizaje), enfocadas en procesos industriales y áreas de ingeniería para estudiantes y docentes de universidades nacionales, a través de capacitaciones y técnicas de servicio al cliente.
• Diseño de estrategias de comunicación y marketing digital para mantener altos niveles de usabilidad de las herramientas virtuales que ofrece la compañía.
• Diseño de la estructura de contenidos para la herramienta Virtual Plant, especializada en procesos industriales http://virtualplant.net/, como miembro del equipo de ingeniería.
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