Daniela González Email & Phone Number

- Link between Client Success/Key Accounts departments and Product Department with regards technical issues and bugs- Manage full Triage Process in Jira - Investigation, debugging, troubleshoot issues.- Provide workaround solutions or collect relevant information developers need to fix an issue- Main product contact for Product Managers for deeper product and customer knowledge, contributing to the Shaping process of product improvements- Ensure that product knowledge is well documented and scalable to the team internally and externally to the customer

Medellín, Antioquia, Colombia

- Project Lead in the integration of Paysafe Merchant Services as the main payment processor for our clients, including managing the relationship, making sure that improvements and fixes are resolved in a timely matter, and being the bridge of communication between technical teams- Project lead in the implementation of the Card Terminal payment services for the software- Enable clients' payment processing quickly and efficiently during critical early onboarding phases as well as during their post-onboarding tenure with Virtuagym- Provide specialized support in escalation cases to clients throughout their lifetime with Virtuagym to empower clients in processing invoicing for their clients- Have close communication with Product Department in order to escalate issues that hinder the correct usage of payments in the system, providing user feedback necessary for improvements- Lead the increase in the rate of product adoption of the Paysafe integration including any reporting necessary to measure progress/obstacles- Coach, train and provide feedback to Onboarding and Support teams on payment practices and software training, implementing guidelines and reviewing the quality of the training

Medellín, Antioquia, Colombia

- Manage a team of 8 Client Success Consultants, servicing clients of all Latin America countries including Brazil- Work directly with the Client Success Manager to help manage the day-to-day operations of the market team, sharing the responsibility of setting Market goals and guidelines while managing individual performance- Inform and help develop plans and requirements unique to the needs of the market, including those which will support Sales and Product goals- Control quality by regularly meeting with individual team members to review KPIs and provide feedback- Lead the weekly outreach to clients at risk of dunning in order to support client retention goals- Monitor workload across the team and distribute evenly across members- Act as the senior point of contact for strategic customer inquiries and issues and become involved when necessary- Support the CS Manager in recruiting, hiring, and on-boarding and training of new hires- Provide regular reports to senior leaders to give insights to success and current struggles of the market, and foresee future opportunities or hindrances of the operation- Mentoring and coaching Client Success Consultants to expand their overall product knowledge and capabilities in managing clients, including leading internal trainings

Medellín, Antioquia, Colombia

- Onboard and Support responsibilities, providing full system training and helping clients with post onboarding inquires - De-escalation activities for complex client issues including objection handling, cancellation requests and processing approved discounts- Answer and resolve customer inquiries efficiently and effectively, over email/chat, web conferences, and telephone ensuring customer satisfaction with Virtuagym software- Develop customer relationships that promote retention and loyalty through superior product and industry knowledge-Write/update Help Desk articles/videos to improve our reference library - Support new client implementation by driving immediate value in as little time as possible including custom mobile app set up, scheduling implementation, payments and invoicing set up, and launching active clients for customers

Medellin, Antioquia, Colombia

- In charge of the translation component of contracts, deals and negotiations for the Catering Services provided to different international airlines like Turkish Airlines and Viva Air- Prepare meetings and event spaces for the Managing Director- Record minutes of meetings for the Managing Director- Make travel arrangements for the Managing Director- Manage the agenda of the Managing Director

New Delhi, Delhi, India

- Market Research. Content Writing. Client Interaction. - Marketing the services of the firm to international clients aiming to expand clientele in other markets aiming to set up business in India

Professional In International Business, International Business

Introduction To Business Certificate, General Studies

Business Law Certificate, General Studies