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Work Background
Thomson ReutersCustomer Success Manager
Sep. 2022 - Aug. 2024Mexico City, MexicoOwn the account strategy for engagement, adoption, and success planning. Manage and curate existing customer relationships leveraging strong executive relationships to drive business growth, customer value, satisfaction, and retention within the assigned accounts. Help to understand the customers’ needs, develop and establish new business relationships and provide thought leadership to influence and build trust at different customer levels including senior/executive management, IT decision makers all leading to increased customer satisfaction & further expansion opportunities. Continuous improvement in usage rates of Thomson Reuters products and features amongst assigned accounts Generate Lead for the Sales Teams. Manage a book of over 80 Accounts.
CasaiZendesk System Administrator / Product Manager/ Customer Success
Dec. 2019 - Jul. 2022Mexicohttps://blog.casai.com/blog/meet-the-faces-behind-our-digital-concierge/ In my time here I was in charge of the Zendesk implementation and development, I was also part of the Expansion team to Brazil. I was in charge of developing and creating all the CX communication operations Globally, as well being part of the product team I worked along with all the different areas to find better solutions for our Customer needs. Implementing business rules (Triggers, Automations, and SLAs) Creating macros to increase agent productivity • Creating custom ticket fields and tags to fit unique needs Organizing ticket flow from multiple support channels to multiple agent groups Organizing views based on agent and management needs Adding and organizing agents, administrators, and end users Adding marketplace apps Building reporting dashboards Creating a chat bot using Zendesk Flow Builder -Manage Guesty Platform, Create ways to better our communication experience for our guest. -Fix any bugs reported by the CX team & different areas.
-Testing out any new systems & Ideas, Daily Reports for bugs, Work on integrations between systems.
-JIRA
-Slack
-Metabase
-Guesty Admin
-Breezeway
Reliant EnergySales Executive
May. 2019 - Aug. 2019Mexico City, Mexico-Customer service -Sales
International Cruise & Excursions, Inc. (ICE)Account Manager
Jul. 2017 - Nov. 2019Mexico City, Mexico-Tourism
-Memberships
-CX
-Sales
-Leads
-Problems resolution
-Strategic resolutions
-Leadership and Influence
American ExpressCustomer Service Representative
May. 2016 - Jul. 2017-Customer Service -Sales
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