I have a diverse range of experience that includes procurement, owning and managing a seven-figure franchise business, to SaaS customer success manager. As a result, I have developed a strong customer-focused mentality that drives my work in every role. My journey workig for a SaaS start-up, has allowed me to take part in many different areas of this business. I play a key part as the customer facing-role from taking all inquiries, documenting them, analyzing them to then translating them to the product team. My role is to identify and solve issues that may arise in the future. I am also responsible for conducting obseervations and coordinating feature deployment and maintaining the product pipeline, working as the liaison between customers, the development team, and stakeholders. Through a continuous cycle of learning, building, and measuring, I strive to create best-in-class customer service experiences.In addition to my extensive experience in operations management and business development, I hold a graduate certificate in UX design from Google Coursera. I have experience with Lean UX models and 2-week sprint planning and am familiar with fundamental user-centered design, usability, and interaction design principles. I am proficient in industry tools such as Microsoft 365, Slack, RingCentral, Zoho, Clarity, VWO, HubSpot, Freshdesk, GitLab, Optimize, Figma, Adobe XD, Survey Monkey, and Google Analytics.As a bilingual Spanish-English speaker, I bring a unique perspective to my work and am always looking for ways to expand my skill set and continue to grow in my career.My main goal to create best-in-class customer service experiences.I am a results driven individual with analytical focus on Operations Management and Business Development. Focus on Customer Service and Employee Management, Customer Relationship Management (CRM), Purchasing, and Franchising. Bilingual Spanish English.Proficiency with industry tools such as: Remote work (Microsoft 365, Slack, RingCentral), CRM (Zoho) Qualitative Unmoderated User Testing and Session Recordings (Clarity, VWO), Help ticket analytics (HubSpot, Fresh desk), User Stories, Creating Issues, Collaboration with Dev. Team (GitLab, Optimize) Wireframing and Prototyping (Figma, Adobe XD), Survey tools (Survey Monkey), Analytics (Google Analytics.
