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Work Background
ZapietMerchant Specialist
Jun. 2023In my role as a Technical Merchant Specialist at Zapiet, I am dedicated to ensuring the long-term success and satisfaction of our merchants by providing technical assistance and fostering strong client relationships. I support merchants through personalized video calls, live chat, and email, guiding them through the setup, configuration, and troubleshooting of Zapiet's industry-leading pickup and delivery solutions for Shopify. Core Contributions: Technical Support: I assist merchants with technical issues and configurations, ensuring a smooth onboarding process and quick resolution of any challenges. By collaborating closely with the development team, I help address product issues efficiently, minimizing downtime and enhancing the overall merchant experience. Educational Outreach and Best Practices: By educating merchants on best practices and providing tailored recommendations, I empower them to optimize their use of Zapiet’s solutions, thereby increasing their satisfaction and likelihood of continued engagement. I also contribute to the creation and refinement of support resources, including guides and documentation, to facilitate a self-service approach that further supports retention efforts. Customer Success and Retention: I focus on building lasting relationships with merchants by offering proactive support and guidance, helping them fully leverage Zapiet’s solutions to meet their business goals. My commitment to a customer-centric approach ensures that merchants feel supported and confident in their use of our products, which plays a crucial role in driving customer retention. Collaboration and Continuous Improvement: I regularly collaborate with the development and product teams to provide feedback from the field, ensuring that merchant needs are reflected in product updates and improvements. This feedback loop helps to enhance the product’s reliability and user-friendliness, which are key factors in maintaining merchant loyalty.
eTipCustomer Support and Success Manager
Dec. 2022 - Sep. 2023In my role as Customer Support and Success Manager at eTip, I played a key role in enhancing customer satisfaction and retention, laying the groundwork for renewal-focused strategies. I developed and optimized support processes from the ground up, which improved client interactions and contributed to a seamless customer experience. Key achievements: Process Optimization: Designed and implemented customer support workflows that improved response times and service quality, directly impacting customer satisfaction and loyalty. Proactive Customer Management: Managed client relationships by closely monitoring account health, addressing concerns promptly, and ensuring that clients remained engaged and satisfied with our solutions. Data-Driven Insights: Regularly analyzed customer feedback and usage trends to gain insights into client needs, which informed strategies aimed at increasing retention and anticipating renewal opportunities. Collaboration for Success: Worked cross-functionally with sales and product teams to align on customer needs, ensuring that solutions and support were tailored to enhance the value delivered to clients. Customer-Centric Approach: Fostered a customer-first mindset within the team, ensuring that our service delivery consistently exceeded client expectations, positioning us favorably for renewals.
HubstaffCustomer Specialist
Mar. 2021 - Dec. 2022At Hubstaff, I provided comprehensive support to customers, ensuring their success and satisfaction with our time tracking, project management, and proof of work tools. My role involved assisting customers through email, live chat, on-screen shares, and video conferencing, with a focus on delivering a positive and seamless experience that fostered long-term engagement and loyalty. Core contributions: Proactive Customer Engagement: Actively identified customer needs and usage patterns, providing tailored solutions that enhanced their experience and encouraged continued use of Hubstaff's tools, which is vital in supporting retention and renewal efforts. Issue Resolution and Follow-up: Efficiently resolved technical issues, often following up with customers to ensure their concerns were fully addressed, which helped maintain satisfaction and reduced the likelihood of churn. Collaboration for Customer Success: Worked closely with the global support and Product teams to develop resources and enhancements based on customer feedback, aligning product improvements with user needs to boost satisfaction and support renewals. Detailed Record-Keeping: Kept comprehensive records of customer interactions to better understand their journeys, which helped in providing consistent support and aligning our services with their needs over time. Remote Team Operations: Worked independently in a fully remote environment, focusing on delivering reliable support that helped maintain customer satisfaction and contributed to ongoing client relationships.
Achieve - The Shortest Distance Between Enrollment and GraduationEnrollment Coordinator Manager
Aug. 2018 - Mar. 2021RemoteAs the Enrollment Coordinator Manager at Achieve Test Prep, I led a team responsible for being the first point of contact for potential customers, ensuring our processes and interactions created a positive and lasting impression. I developed and implemented various trackers and workflows to optimize team performance and align it with company standards. Core contributions: Process Development and Optimization: Designed and refined processes to streamline team operations, including performance trackers to monitor and enhance team effectiveness. These improvements ensured that the team consistently met or exceeded company expectations. Contract Review and Adjustment: Collaborated with the sales team to gather finalized package details and meticulously reviewed and revised contracts with clients to ensure they accurately met their needs. Managed updates to quotes to reflect the latest pricing and service changes, contributing to a smoother onboarding experience and minimizing potential delays. Team Growth and Feedback: Emphasized the importance of feedback for team development by documenting and updating procedures, holding regular 1:1 meetings with team members, and tracking their progress to offer targeted coaching and support. Customer-Centric Approach: Ensured all customer interactions were aligned with our commitment to quality and satisfaction, enhancing the value of our services from the initial contact through enrollment. Performance Tracking and Improvement: Leveraged data and customer feedback to continuously improve team performance, focusing on key metrics to drive training and development efforts.
PartnerHeroPartner Relations Specialist & Supervisor
Mar. 2015 - Aug. 2018HondurasDuring my time at PartnerHero, a global outsourcing startup, I served as a Customer Service Specialist and Team Lead, where I played a key role in supporting and managing client relationships. My responsibilities included launching and overseeing support programs for high-profile clients, delivering email support and sales services, and gaining insights into various tech startups. Core contributions: Client Relationship Management: Managed and nurtured client relationships through effective support programs, which involved delivering consistent and high-quality service. This approach helped maintain client satisfaction and foster long-term partnerships. Program Launch and Oversight: Successfully launched and managed support initiatives for high-profile clients, ensuring that our services were tailored to meet their evolving needs. This included refining processes to enhance client experience and support. Team Development: Led small teams, focusing on onboarding and training to ensure team members were well-equipped to support client needs effectively. This emphasis on team readiness contributed to maintaining high levels of client satisfaction and retention. Adaptation and Process Improvement: Quickly adapted to new systems and processes, facilitating smooth transitions and effective onboarding for new team members. This ability to streamline processes played a crucial role in maintaining seamless client interactions. CRM Proficiency: Utilized various CRM systems, to enhance support operations and client communication. My expertise in these tools helped in delivering consistent service and addressing client needs efficiently. Empathetic Communication: Applied strong communication skills and empathy to build rapport with clients and address their concerns proactively. This approach was instrumental in fostering a positive client experience and supporting long-term engagement.
Laureate International UniversitiesCourse Management and Faculty Development
Jun. 2012 - Jul. 2014HondurasMy responsibilities were to register teachers into their courses on time, send out their certificates of completion and keep track of their progress. Working for this team helped me develop a basic understanding of email end to end delivery and the best practices for sending bulk emails. It also helped me develop personal skills like, attention to detail, responsibility, and time-management.
Laureate International UniversitiesTeacher Support
Aug. 2010 - Jun. 2012Honduras Laureate Universities was my first professional opportunity and a great "school" that allowed me to discover my passion for growing as a professional. Working as a Teacher Support agent was the first step towards building a great passion for providing great customer support to others. It helped me understand the importance of empathy, organization and KPI's.
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