Esteban Quevedo Email & Phone Number

Bucharest, Romania

Bucharest, Romania

Bucharest, Romania

Responsible for building a strategy that aims at improving the experience of customers by generating engagement and empowering them to succeed.Cross-collaboration projects with- Marketing: Contribute to position the product as expected by the company as well as bring awareness and build skills internally with stakeholders on the importance of employee advocacy and their participation on the company's digital presence.- Support: Support and assist the implementation of the Customer Education Program- Legal: Make sure terms and conditions reflects the interests of the company as well as make sure that they are clear and concise for customers to make informed decisions- Product: Understand and improve the sign-up and onboarding experience- Finance: Optimize the payment experience- Sales: Identify opportunities as well as understand customer's behaviour, preferences and goals- Renewals team: Understand the reason behind a customer's decision to continue, discontinue, upsell or downsell.Key approaches: cross-team collaboration, churn prevention, customer focused and accountability.

Bucarest, Roumanie

→ Customer Success Manager, SMB (French Speaker)o Team-based Customer Success: Manage a shared book of business of SMB (small and medium-sized business) customers at scale, and as a trusted representative, guide them to success on their social journey with Hootsuite’s Business and Enterprise productso Onboarding: Assist with the onboarding of new customers by leading platform set-up, and help them start achieving their business goals by educating them through live and recorded contento Driving Adoption: Monitor usage and adoption by leveraging technology to connect with customers at the right time, and execute targeted 1:1, many adoption programs such as live webinars and video trainingo Engagement at Scale: Engage with customers during periodic progress reviews, where you will share metrics, recommendations, and gauge progress on social media goalso Retention: Identify at-risk accounts and create action plans to mitigate churno Growing Accounts: Identify expansion opportunities in partnership with our Sales teamo Team Collaboration: Collaborate closely with Customer Success teammates to achieve shared success in meeting and exceeding quarterly team targets: Team Renewal Rate, Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy

Romania

→ Main responsibilities:o Clarification of customers' complaints to solve their product and service issues. o Analysis to determine the underlying cause. o Choice and detailed information of the best solutions. o Follow-up to ensure resolution.

Bucharest, Romania

→ Offer quality support and content management in French to the customer-experience optimized applications developed by Acrelec Romania for its clients: KFC and McDonald’s.

Bucharest, Romania

→ Main responsibilities:o Management of the company’s clients databaseo Invoicing, optimization of its procedures and improvement of communication efficiencyo Communicate with customers to fully understand reasons for non-compliance to payment termso Ensure that system knowledge is transferred to other members of the team so that consistency is maintainedo Onboard of the new hires.

Bucharest, Romania

→ Main responsibilities:o Clarification of customers' complaints to solve their product and service issues. o Analysis to determine the underlying cause. o Choice and detailed information of the best solutions. o Follow-up to ensure resolution.

Lima, Peru

→ Main responsibilities:o Design of every project’s communications strategy, ensuring its implementation, as well as monitoring and evaluating its impacts through a detailed plano Take responsibility over the production of educational communication materials in both print and digital media formats including technical information adapted into a language and format that best meets the needs of the segmented targetso Guarantee the incorporation of strategic approaches: gender, interculturality, dialogue and environmental care in the production of photography, video and audioo Assist the marketing and fundraising department in the planning and implementation of social media and website content.Professional in the Communications for Development team for the 'Sustainable Development Program' in various projects related to:- Conflict mitigation ""Dialoga"" - USAID- Conflict transformation ""Dialogo Sur"" - European Union, CARE, Labor, ProDialogo, RedSocial- Financial and social inclusion - Scotiabank- Women's empowerment - H&M Conscious Foundation- Capacity building for the delivery of gender sensitive substance abuse treatments - US Embassy, MINSA, DEVIDA- Welfare education - Profuturo- Food security - European Union- Water and sanitation - BCP- Maternal health - Fresenius Stiftung- Climate change - Cornell University

Moche, Trujillo

o Design of graphic identityo Provide support to back office activities and the design and implementation of educational projects in shanty towns

Studies In International Development And Ethics Of The International Relations, International Development

Formation as a specialist in international development, aware of its foundations and of the ethical and human dimensions.

Erasmus Exchange, American Culture

Erasmus exchange student for the Spring semester 2018 at Hacettepe University (Ankara, Turkey). Courses held in English: o Gender studies.

Bachelor'S Degree, Communication And Media Studies

An introduction to media and development of practical skills on communication’s tools. An overview of the communication strategies.

Teaching Of Spanish As A Second Language

Courses: o Acquisition of second languages o Curriculum planning o Methods and techniques to teach Spanish o Spanish morphology and syntax.

Social Management

Social management master's program courses successfully completed: o Design and management of development projects and programs o Human.