Charly Velastegui Email & Phone Number

Rio De Janeiro, Brazil

• Strategic customer success & project advisor to startups, SMBs, and NGOs providing expertise services in:
• Client Experience Optimization: Partnering with clients to optimize the client experience and streamline team workflows across the entire customer lifecycle, from onboarding to renewals.
• Customer Success Strategy Development: Providing comprehensive customer success strategy consulting, including developing success plans, customer journey mapping, Voice of the Customer (VoC) programs, churn reduction.
• Customer Success Framework Implementation: Guiding organizations in building robust customer success frameworks, encompassing documentation, processes, and team structures to ensure long-term customer success and growth.

Mexico City, Mexico

• Optimized Customer Success Project Pipeline: Spearheaded the optimization of the customer success project pipeline across LATAM markets, streamlining processes and ensuring the successful execution of multiple regional.
• Developed & Implemented Customer Success SOPs: Crafted and implemented comprehensive customer success SOPs for the LATAM market, driving increased efficiency and effectiveness in securing new business and fostering.
• Product Success & Go-to-Market Strategy: As acting Product Success Owner, led the regional go-to-market strategy and adoption of the company's offering, encompassing launch, integration, user training, and utilization..
• Client Relationship Management & Retention: Conducted in-depth agency health checks and facilitated QBRs with C-Level executives, identifying areas for improvement and driving increased client retention.
• Voice of the Customer Programs: Executed comprehensive VoC programs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys across partners and end clients to gather.

Quito, Pichincha, Ecuador

• Market Analysis & Customer Success Strategy: Conducted in-depth technical market analysis across the LATAM region, assessing market maturity, key players, potential partners, and growth opportunities. Developed a.
• Customer Education & Training Programs: Designed and implemented customer education programs, resulting in a significant increase in understanding of technology maturity and the company's product/service offerings.
• Product Launch & Go-to-Market Execution: Led the go-to-market strategy for the successful launch of Kinesso's audience product in Mexico, driving market penetration and adoption.
• Stakeholder Relationship Management: Established and cultivated strong relationships with key stakeholders across LATAM, including representatives from every market and Interpublic Group company. Successfully built.

Buenos Aires Province, Argentina

• Developed predictive model using SAS to reduce churn from top client segments
• Applied statistical techniques to identify key factors contributing to churn risk
• Created dashboards to communicate model insights to stakeholders
• Collaborated with teams to integrate model scoring into retention campaign workflows

Buenos Aires Province, Argentina

• Led the setup and implementation of the company’s first Data Management Platform
• Developed company’s data collection strategy, increasing 1st party data by 60% and resulting in more effective targeting and personalized messaging
• Instituted company’s data taxonomy, improving segmentation accuracy by 30% and enabling the company to better understand customer behavior and preferences
• Streamlined SQL processes, reducing query time by 40% while increasing accuracy of reporting, resulting in more informed decision-making across all levels of the organization

Buenos Aires Province, Argentina

• Performed SQL queries and statistical analysis to customize promotional deliveries according to user consumption patterns
• As result, increased monthly averages for points consumed +21%, benefits exchanged +14%, and loyalty email CTR +27%
• Set up/optimization of machine learning software for Mastercard, resulting in +61% more help tickets solved month-to-month

Buenos Aires Province, Argentina

• Coordinated multi-disciplinary teams in their social media, content, email, SEO, paid advertising, and analytics roles, ensuring alignment in project execution and timelines
• Collaborated with partner companies to ensure cohesive and aligned messaging across all digital channels, resulting in overall brand consistency
• Achieved a 95% client satisfaction rate and received positive feedback for exceeding KPIs by 20% in online visibility, audience reach, and user engagement

San Francisco, California, United States

• Increased % of Sales/Search by 5% and decreased % of unsuccessful searches by 10%
• Leveraged statistical models and machine learning algorithms to identify user behavior patterns, leading to the successful implementation of personalized search recommendations that increased average order value by 15%
• Spearheaded cross-functional collaboration between development, IT, and UX teams to redesign the company’s search interface based on user feedback data, resulting in a 30% reduction in bounce rate and a 40% increase in.

Iowa, United States

• Orchestrated a global departmental rebranding project, from planning to execution, collaborating with cross-functional teams to ensure compliance with all global regulations and standards. Resulted in a 25% increase in.
• Oversaw the execution of +15 market research studies, managing timelines, resources, and budgets. Utilized insights to inform the development of high-impact marketing campaigns that drove $1M in sales revenue

Iowa, United States

• Managed cross-functional teams (developers, designers, and marketing specialists) to implement custom eCommerce platforms
• Delivered an average 18% increase in online sales and 12% improvement in website performance for clients
• Identified and mitigated project risks by implementing a robust risk management framework and conducting regular risk assessments

Iowa, United States

• Developed grassroots and digital strategy for state conference with over 2000 attendees
• Optimized email automation campaigns and served as social media manager for client accounts
• Designed marketing materials using Adobe Creative Suite
• Conducted SEO and UX site audits to improve performance and user experience

San Francisco, California, United States

• Utilized linguistic analysis techniques to test +23,000 hypernyms and semantics, resulting in a 20% increase in search accuracy and efficiency
• Monitored user experience metrics using ForeSee and implemented targeted solutions to improve overall user satisfaction by 15%
• Collaborated with the IT team to resolve search-related issues, resulting in a 50% reduction in complaints related to search functionality

Bachelor Of Science, Information Systems & Marketing

Relevant Coursework: Database Management, Business Intelligence, IT Project Management, Customer Behavior, Product Management, Product.

Master'S Degree, Data Mining And Knowledge Management

1st-year coursework: Statistics, Algorithms and Data Structure, Core Database, Business Processes, Introduction to Data Mining, Legal.

Academic Diploma, Business Intelligence

Relevant Coursework: Data Analysis, Data Warehousing, Data Mining, Control Panel, Decision Support Systems, Big Data

Academic Diploma, International Business

Education record