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Work Background
BirdwatchManager of Customer Success
Jan. 2023Barcelona, Catalonia, SpainActing as a bridge between the operation and product team, the role looks after both customer and employee experiences and journeys, working in developing a cohesive service offering by: - Intimately understanding customer needs and use cases
- Driving the Birdwatch vision for delight and service excellence
- Owning the measurement of customer success metrics and the attainment of customer success goals
- Liaising with all stakeholders involved in service delivery and customer experience
- Representing both customer and operational team needs from a product and process perspective
- Translating strategic and tactical business goals into customer initiatives
FreelanceCustomer Success and Experience Consultant
Jan. 2023Barcelona, Catalonia, Spain- Consultant to companies looking to map and build stronger Customer Journeys - Develops methods to capture the Voice of Customer - Defines touch-points, their voice, and channels of interaction needed throughout a service blueprint - Estabilshes processes that result in a seamless handoffs from customer facing interactions to backoffice workflows and viceversa
ESW CapitalCustomer Success Manager
Jan. 2021 - Nov. 2022Remote- Engages with customers to drive their success by fostering feature adoption and upselling services
- Builds relationships with senior levels to ensure customer success with product/software offerings. - Looking after over $10M in revenue by building customized success plans based on specific use cases and the benefit new feature adoption can bring to their business. - Develops quantifiable success models for SaaS and On-Prem offerings
- Identifies levels of success and flags churn risks
- Serves as an additional escalation contact for product related matters
ESW CapitalGlobal Trade Content
Jan. 2019 - Dec. 2020Remote- Created playbooks for the execution of tasks supporting the automation of supply-chain solutions. - Connected with ad-hoc government agencies world-wide to request and validate customs and trade-related data. - Communicated with clients and fulfills timely requests. Developed database solutions to deliver trade related data
ESW CapitalGlobal Trade Content Analyst ' Avolin
Jan. 2019 - Dec. 2020RemotoPrincipales funciones y logros: - Automatizar las soluciones logísticas y de carácter aduanero. - Gestión con agencias gubernamentales alrededor del mundo para obtener y validar información aduanera. - Contacto directo con usuarios y administradores . - Desarrollar soluciones en bases de datos para el manejo de información de comercio internacional.
Distribuidora Origenes GuatemalaLead Account Manager and Business Developer for Central America
Jan. 2017 - Nov. 2020El Salvador, Honduras, Guatemala- Developed business opportunities within the apparel market in the Central American region
- Managed the relationship between the brand/manufacturer and retail partners/re-sellers
- Increased channel size from 2 to 41 retail partners in 2 years
- Identifies leads, engaged in negotiation and closed deals with diverse points of sales
- Managed billing and invoicing for different partners and points of sale across the region
Distribuidora Origenes GuatemalaLead Account Manager y Desarrollador de Negocios para Centro América
Jan. 2017 - Nov. 2020El Salvador, Honduras, GuatemalaPrincipales funciones y logros: - Aumentar el canal de ventas retail de 2 a 41 puntos en 2 años. - Gestionar la relación entre la marca/fabricante y el canal de ventas . - Gestionar la facturación y procesamiento de pagos dentro de la región. - Identificar oportunidades y negociar acuerdos de ventas.
Ria FinancialGlobal Learning and Development Specialist
Dec. 2015 - Aug. 2017El Salvador- Designed and implemented the digital transformation of the Learning and Development department reducing cost by 25%
- Revamped training curricula to a learner-centered approach which resulted in a 60% increase in new-hire retention (first 90 days)
- Supported organizational development efforts, designing courses to develop leadership skills, coaching techniques, and to support new line of business implementation.
- Participated in the selection process of new Learning and Development specialists and their training to succeed at their job. - Supported internal promotions processes by developing programs that prepared front-line team members to apply for higher positions and be ready when the time came for them to demonstrate their skills.
TELUS International Central AmericaTeam Operations Supervisor
Nov. 2011 - Dec. 2012El Salvador- Supported a team of operators on their daily tasks, providing one-on-one coaching, measuring metrics, developing agent tailored performance targeting action plans
- Took part in new lines of business implementations providing insight on site capabilities, recruitment and training needs.
TELUS International de Centro AméricaSupervisor de Operaciones
Nov. 2011 - Dec. 2012El SalvadorPrincipales funciones y logros: - Gestionar equipos de teleoperadores, evaluaciones de desempeño, coaching. - Participar en la implementación de nuevas líneas de negocio. - Proceso de selección de nuevos empleados y promociones internas.
Rafael Maida y AsociadosFreelance Consultant
Jan. 2010 - Oct. 2021El Salvador- Assists in course and curriculum preparation. - Develops tools for data analysis based on team and organizational environment evaluation. - Supports profile and report construction for 360 evaluations. - Documents, reports and material translation.
TELUS International Central AmericaSenior Product Trainer
Jan. 2010 - Nov. 2011El Salvador- Delivered, designed and certified new hire training programs and employees. - Supported new trainer certification processes. - Attended organizational development courses and tailored them to satisfy site needs. - Sourced for courses beneficial to the operation from a network of organizational development providers.
Rafael Maida y AsociadosConsultor Freelance
Jan. 2010 - Oct. 2021El SalvadorPrincipales funciones logos: - Preparar cursos y planes de estudio. - Desarrollar herramientas de análisis de datos basadas en la evaluación del equipo y del entorno organizativo. - Construir perfiles e informes para las evaluaciones 360. - Traducir de documentos, informes y material.
TELUS International Central AmericaSenior Trainer - Producto
Jan. 2010 - Nov. 2011El SalvadorPrincipales funciones y logros: - Diseñar e impartir programas de formación para nuevos empleados. - Contribuir a la certificación de formadores. - Participar en cursos de desarrollo organizacional y adaptarlos a las necesidades específicas de la empresa.
Sykes Enterprises, Inc.Project Manager
Oct. 2009 - Jan. 2010El Salvador- Deployed projects that impacted all accounts at a specific area, such as absenteeism and employee satisfaction
Sykes Enterprises, Inc.Gestión de Proyectos
Oct. 2009 - Jan. 2010El Salvador- Gestionar proyectos transversales con enfoque en mejora de métrica de ausentismo y satisfacción del empleado
Sykes Enterprises, Inc.Product Knowledge and Information Manager
Mar. 2007 - Sep. 2009El Salvador- Aligned Quality Assurance and Training Department efforts to support knowledge content creation and distribution to the call center operation. - Managed a team of Subject Matter Experts or SMEs who provided real-time support to agents on the floor; thus, providing front line needs to add to the department's pipeline
Sykes Enterprises, IncGerente de Información y Producto
Mar. 2007 - Sep. 2009El SalvadorPrincipales responsabilidades y logros: - Coordinar esfuerzos del departamento de calidad y de formación para crear contenido formativo - Gestionar un equipo de expertos en producto - Apoyar la operación de agentes de call center
Sykes Enterprises, Inc.Product Trainer
Nov. 2005 - Feb. 2007El Salvador- Delivered new hire tech support, customer service, and multi tasking training programs
- Supported account operations by developing training courses that addressed content/process knowledge or supported the launch of a new product/procedure.
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