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Work Background
BluegroundCustomer Experience Coordinator
Jun. 2023 - Jun. 2024Mexico, Mexico CityLed a customer success team, improving response times and increasing client satisfaction scores by 30%.
Developed a streamlined issue resolution system, reducing escalations by 40%.
Created customer feedback loops to enhance service quality and identify areas for operational improvement.
Implemented CRM tracking enhancements, increasing customer retention and repeat business by 20%.
Managed onboarding for new clients, ensuring a seamless integration and minimizing churn. Key Achievement: Developed a customer service SOP guide that standardized procedures, improving efficiency across the team
GestakExecutive Assitant / Content Marketing
Feb. 2021 - Feb. 2025Spain100% English
100& Remote (Working from Mexico)
Managed the CEO’s complex schedule, prioritizing meetings, travel, and key business engagements, reducing scheduling conflicts by 30%.
Developed and maintained automated workflows in HubSpot, improving lead tracking and operational efficiency.
Coordinated end-to-end video production processes, ensuring smooth communication between creative teams and stakeholders.
Oversaw content marketing strategies, managing multimedia campaigns that increased audience engagement by 37%.
Implemented a structured documentation system for production workflows, reducing project turnaround time by 25%. Key Achievement: Designed an automated email system in HubSpot that increased lead conversion by 30%.
JuiceCustomer Success Manager
Jul. 2019 - May. 2022Mexico, Mexico CityClient Onboarding & Relationship Management: Guided new clients through the onboarding process, ensuring a smooth transition and seamless integration with our services.
Customer Support & Retention: Acted as the primary point of contact for clients, addressing concerns, resolving issues, and fostering long-term relationships to maximize retention.
Data Analysis & Performance Optimization: Monitored key performance metrics, identified areas for improvement, and provided strategic insights to enhance customer experience.
Cross-functional Collaboration: Worked closely with sales, product, and marketing teams to align customer needs with business objectives and improve service offerings.
Training & Upselling: Provided training sessions to customers on best practices, introduced new features, and identified upsell opportunities to drive business growth.
TTECCustomer Experience Specialist / Technical support tier 1
Mar. 2017 - Jan. 2019Mexico, Mexico CityFirst-line Technical Support: Assisted customers with troubleshooting technical issues, providing clear and effective solutions to ensure minimal downtime.
Customer Inquiry Management: Responded to customer queries via email, chat, and phone, delivering prompt and professional assistance.
Issue Escalation & Collaboration: Escalated complex issues to Tier 2 or relevant departments while maintaining clear communication with customers.
Knowledge Base & Documentation: Contributed to the creation and maintenance of support articles, FAQs, and troubleshooting guides to enhance self-service options.
Customer Satisfaction & Retention: Ensured a positive customer experience by actively listening to concerns, providing empathetic support, and following up on unresolved issues.
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