Jonathan Ruiz - Technical Solutions Specialist, Google

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Work Background

GoogleTechnical Solutions Specialist, Platform, Google Cloud

Apr. 2022Ciudad de México, México

ZENVIAQuality Engineer Analyst

Sep. 2020 - Mar. 2022Ciudad de México, MéxicoIn Quality Assurance, my primary responsibility was to test new and existing features to ensure that our clients received high quality solutions that added value to their businesses. I was also the first filter when new bugs were reported by the support team as well as other customer facing roles. - I developed Test Case templates. - I helped to reduce the ticket creation from support by 10%, providing feedback and documentation to avoid escalations.

ZENVIACustomer Support Leader

Feb. 2020 - Sep. 2020Ciudad de México, CDMX, México- In this role, my primary responsibility was managing our customer service team, including but not limited to ensuring coverage, coaching and training. - I was also in charge of reviewing and resolving escalations whenever a difficult issue appears or a very unhappy client requested for upper management involvement. - I conducted periodic reviews and evaluations to monitor the team performance and note areas for improvement. - In terms of customer satisfaction, I worked directly with our internal support tools (Intercom) identifying opportunities to enhance our support processes, looking for areas where automation could be developed to release time to focus on difficult issues and developed my team members' skills.

ZENVIASenior Customer Success Manager

Jun. 2019 - Feb. 2020Ciudad de MéxicoIn this role, I manage some of our biggest clients relationships, driving adoption and outcomes leading to renewals, expansion, and advocacy across my portfolio. I track customer updates and transform the way they operate by providing best practices and knowledge with WhatsApp Business lines. I'm also in charge of managing customers in risk of churn, actively listening to understand their pains and looking for creative ways to resolve them.

HootsuiteCustomer Success Associate, SMB

Jul. 2018 - Jun. 2019Ciudad de México y alrededores, México- Position in charge of developing relationships and guiding customers on their social journey as a trusted advisor - Project-leading and product launches execution - Deliver product training, clearly providing the value of Hootsuite and other products and services - Identify risk, upsell opportunities and work with internal and external stakeholders to present solutions - Develop a thorough understanding of assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI. - KPIs: RR > 80%, NRR > 106% (team based).

HootsuiteCustomer Support Advocate

Apr. 2017 - Jun. 2018Mexico City Area, Mexico- First line of response to self-serve customers worldwide, keeping a friendly yet professional tone. - Manage multiple communication channels, including phone, email, Twitter and Facebook, providing support in English, French and Spanish. ● Achieved and exceeded goals since first quarter ● Helped with training of new advocates as the team expanded ● KPIs: Solved >1200 requests per quarter. Average CSAT of 96%. Average QA 90%.

TTECEscalation Manager & Tier 2 support - Spanish, French - Logitech

Mar. 2016 - Jan. 2017Mexico City Area, Mexico- This position was in charge or handling special escalations made to Logitech Corporate offices as the last level of escalation for AMR region. - I directly reported to Customer Care Coordinators. - As part of the Tier II responsibilities, I was in charge of supporting agents who were taking calls and managing the operations floor. ● I got to be the Point of Contact for one line of business (Harmony remote controls) ● Successfully managed delicate situations with end users and customers ● Proactively took ownership of angry customers with a high level of frustration to make sure their issue was handled accordingly ● Conducted audits on special cases in order to find trends, take corrective actions and prevent future escalations ● Received positive feedback from clients due to an excellent level of service ● Provided feedback to Tier I agents to ensure quality and increase overall customer satisfaction

TTECTSR I

Feb. 2015 - Feb. 2016Ciudad de México y alrededores, México- Technical support representative for Logitech customers in Latin America and Quebec. - First point of contact between customers/users and the company. ● I developed French skills using my own resources to get this position ● Worked under pressure ● Became an expert in Logitech products and policies ● Top Performer for several months in a row ● KPIs: AHT below 580s, QA 90%

TTECCSR I

Jul. 2012 - May. 2014Ciudad de México y alrededores, México- First point of contact for customer service and support. ● Learned to work under pressure and based on goals ● I got to be the team QA after only 6 months ● Developed coaching/feedback skills ● KPIs: Sales conversion 5% and QA 90%

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