Juan Camilo Páez Cabrera Email and Phone Number

Achievements:- Developed a communication strategy in LAC, increasing customer engagement by 40%- Participated in various customer retention strategies, achieving retention rates of over 93%- Created a training and adoption plan scalable to more than 220 customers in LAC.Features:- Coordinate engagement with assigned customer set to ensure client satisfaction and retention.- Understand customer needs and coordinate required resources within the Open LMS organization to provide them with support and ensure happiness.- Act as a mentor for peers in Customer Success by assisting or counseling them on how to handle challenging situations.- Act as a key contact for strategic customers, coordinating regular meetings as needed and leading efforts to provide them with service.- Act as an escalation point for disgruntled customers, coordinating efforts to resolve immediate issues and then also managing relationships for aperiod of time to rebuild trust.- Develop, curate, and present content to customer base- Facilitate customer webinars, focus groups, and other customer facing sessions- Coordinate with Community Initiatives Manager to ensure effective advertising of education initiatives

- Create and develop engagement strategies for more than 200 clients in 15 different countries.- Maintain a minimum goal of 90% customer satisfaction.- Optimize internal data collection and analysis processes usingSalesforce, Asana, G-Suite and data analytics tools.- Implement continuous improvement plans in the use of e-learningsystems for more than 200 clients in the region.- Manage and identify possible problems and needs to achieve greatercustomer satisfaction.- Structure and deliver periodic training plans to clients in order tomaintain a clear consistency in the use of the company's solution.

- Ensures engagement delivery quality and customer satisfaction by working closely with the client, Sales, Technical Operations and Learning Solutions teams.- Oversees the territory’s consulting delivery staff and technical support team and ensures that the process and problem solving methodology is delivered correctly and in a timely manner.- Collaborates with clients, Blackboard, partners and vendors to find the best solutions for clients.- Builds long lasting business relationships with Blackboard clients and manages client relationships and expectations as needed. Promotes client advocacy.- Serves as escalation point for client needs.- Tracks performance and case management.- Manages multiple client engagements and the associated team members to ensure they are completed on time and within budget.- Recommends structure and process improvements for optimal efficiency and effectiveness.

Responsible for managing the new Kickstart implementation projects of the company with different clients, optimizing processes and ensuring the quality of the delivered product based on the requested requirements.

Coordinator of the infrastructure area and responsible for the deployment of internal and external projects of the company at the technical level. In addition, I was in charge of ensuring optimum performance and quality assurance by our support area.

Engineer responsible for the Kickstart implementation projects for external customers using modern frontend elements. HTML5, CSS3, Javascript, etc. Also, responsible for developing BPO projects to increase the effectiveness and efficiency of different organizations for internal training systems.

Engineer in charge of giving technical and functional support to the final client through the help desk to the different clients of the organization.

Project coordinator: Expansion and redistribution for the drinking water network in the chocolate plant.- Schedule design.- Monitoring the scope, time and cost of the project.- Contractors’ coordination.Locative adjustments to install an automatic spray system.- Responsible for making the budget and the project schedule.- Monitoring the scope, time, cost and quality of the project.- Coordination of contractors.Participation in the committee for an incentive internal program.Accompaniment in the assembly of an automatic line for cocoa grinding.In charge of implementing the tool OEE (Global Equipment Efficiency) to measure the efficiency of cocoa production lines.

Project coordinator:Installation of an extraction system for steam in pre mills of blades.- Preliminary design of the system.- Contractors’ coordination.- Monitoring the scope, time, cost and quality of the project.Expansion of fire prevention network.- Contractors’ coordination.- Time tracking and delivery quality.Change of floors in storage warehouses.- Time tracking and delivery quality.Accompaniment in the assembly of a new pressing system for cocoa liquor.