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Work Background
AutoNation MobilityManager of Customer Success: Team Management, Project Management, Cross-Functional Collaboration
Aug. 2023El Segundo, California, United StatesAs a new manager inheriting a team, the primary objectives were to familiarize myself with the team, understand the Mobility product, and offer fresh perspectives. The transition into managing an existing team was smooth due to the professionalism and experience of the team members. Despite facing challenges such as the sudden departure of a team lead, I seized the opportunity to promote from within and strengthen team cohesion. Navigating the learning curve of a new industry and product, I quickly became a subject matter expert, guiding the team on various aspects including customer interactions and procedural inquiries. We undertook initiatives such as creating a playbook and ensuring a successful presence at events like the LA Auto Show. Providing valuable insights as an outsider, I deeply influenced product development, customer satisfaction strategies, and CRM platform improvements. My proudest achievement is establishing relationships with the team built on empathy, openness, and trust. The most rewarding aspect of my role is leading the Customer Success team to improve lead conversion while maintaining a positive work environment where everyone's voice is valued. Notable highlights:
85%+ CSAT score on customer support tickets
24% conversion rate of Orders Placed >> Active Leases
93.4% One‐touch ticket resolution
Self-employedManager of Customer Success: Customer Experience, Onboarding, Retention, Upsell
Dec. 2022Los Angeles, California, United StatesCustomer Success Manager with more than 10 years of client-facing, account management experience looking to join a CSM team in the SaaS, B2B sector. Assume a leadership and business relationship management role where the goal is improving the customer experience through product promotion, user adoption, partnership, and goal alignment via data-driven determinations. Provide partners with the highest level of service possible. Maintained a +96% retention rate, and +4.5 satisfaction scores, while managing portfolios of +85 AR accounts.
EchoboxCustomer Success Manager, LATAM
Dec. 2021 - Nov. 2022London, England, United KingdomAfter spending some time in the manufacturing industry, I decided to get back to my roots and return to the SaaS B2B industry and found Echobox. As the leader in automation and optimization of social media for publishers, Echobox provided a great platform for me to use my existing customer success skill and gain relevant sales experience. Account Manager overseeing 96 customers spread across North and South America including 82 Spanish-only customers. Guided publishers through digital media workflow strategies for content management, social media platform posts, and newsletters resulting in an increase in click-through rates of up to 24%. Maintained a 96% retention rate while negotiating 13 contract renewals, onboarded 29 customers, identified upsell opportunities amounting to $775 MRR, and supported all billing inquiries. Cultivated meaningful relationships with executives and provided support via Zendesk, email, and virtual calls maintaining a +98% response rate.
Aerofoam IndustriesSr. Manager - Customer Success
Mar. 2020 - Dec. 2021Lake Elsinore, California, United StatesJoined the Aerofoam team to develop a Customer Service mandate with the forecast of company expansion. I was challenged with creating a role that directed the company toward Customer Success and provide partners with a POC that would align their goals with that of the organization. Co-led sales negotiations and events to emphasize the customer experience as part of the sales journey. Implemented a CRM system that enabled the team to track customer communication, resulting in a 17% increase in customer retention and a 12% increase in sales. Hosted onsite sales events for Delta, American, and Alaska Airlines, and negotiated a $2.5M contract with a major Latin American Airline. Directed a team of engineers, pattern makers, and sewers through projects and preserved a 100% on-time delivery rate. Guided development of new brand identity and website of sister company prioritizing customer outreach and engagement driving an increase of 15% in inquiries.
Ultimate SoftwareNamed Tax Representative - Client facing, tax expert
Oct. 2016 - Mar. 2020Santa Ana, CaliforniaThe Named Tax Representative Dept. is the only customer-facing team within Payment Services. The team was charged with managing and meeting the expectations of our customers, in addition to assisting them with resolving any issues that may arise with tax reporting as well as escalating Salesforce cases till completion and to their satisfaction. Began managing a full customer base (75 Annual Revenue Accounts/206 FEINs) within 90 days; ended tenure with a base consisting of 199 ARs and 781 FEINs. Nurtured relationships with C-level executives and key stakeholders, resulting in a 7% increase in cross-selling opportunities from owned portfolio. Became proficient with Salesforce, UTE, and MasterTax and worked with or trained in SQL, Back Office, and UltiPro. Fostered a culture of knowledge-sharing by organizing regular team training sessions on industry trends and best practices, resulting in a 30% increase in team efficiency.
Wells FargoProperty Inspector: Neighborhood advocate, property maintenance and condition reporting
Apr. 2012 - Jun. 2015Greater Los Angeles AreaAs a Field Inspector with Wells Fargo, it was my responsibility to identify any disrepair and maintain the conditions of our properties within Southern California and other regions. An early remote position, successfully managed my time, travel expenses, and workload. Conducted in-person interviews with residents to gather feedback on local satisfaction with REO and Property Preservation properties in respective areas; uncovered improvement opportunities that led to a 11% increase in customer satisfaction ratings. Led field inspection tours with fellow team members and upper management in local areas to increase exposure of impact of REO properties in neighborhoods. Developed expertise in property and real estate market conditions and cooperated in Community Development and Rainbow Push Coalition symposium. Spearheaded the development of processes for a newly established department and presented innovations to upper management reducing turnaround time of inspections by 20%.
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