Drive Customer Satisfaction: Cultivate long-term client relationships through proactive engagement, ensuring customer needs are met with timely solutions and fostering high retention rates.Operational Efficiency: Streamline processes and implement scalable solutions to optimize workflows, improve team productivity, and reduce operational costs.Data-Driven Insights: Leverage data analytics and customer feedback to identify trends, improve service delivery, and guide strategic decisions that enhance customer experience.Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless customer onboarding, issue resolution, and successful product adoption.Problem-Solving Expertise: Act as the primary escalation point for complex issues, providing swift resolutions and clear communication to maintain client trust and satisfaction.Process Optimization: Lead initiatives to streamline and document customer success workflows, improving response times and ensuring a consistent customer experience.

As a PM, I hired, trained and coached over 300 people. I am in charge of a team of 55 people. I have developed and implemented several processes, but the main ones were to reduce 30% of the time it took us to do QA by creating a Slack workflow, implementing a new scouting and recruiting process, which led us to be the best site providing customer support for Spotify, and improving my team KPI’s through effective communication and leadership.As an RTA, my accomplishments have been to improve the communication between operations and WFM, improving the overtime and queue management process and getting more hours of operations for our site.I have developed and implemented several processes, but the main ones were to reduce 30% of QA time by creating a Slack workflow and to implement a new scouting and recruiting process, which led us to be the best site providing customer support for Spotify.

Coached and mentored over 100 advisors. The team was not delivering results based on client standards, and I helped them develop their skills to not only meet but exceed project KPIs. My biggest accomplishment here is being the person who has effectively promoted more SME’s and APM’s.

As a Team Lead, I provided internal live support to advisors handling customer's inquiries to guide them towards a resolution. As an advisor, I responded to customer's inquires via email, chat, and social media. I was the first person ever promoted in this project, and my KPI’s were top-notch. 95% Resolution and 93% CSAT.

• Supported the CEO and C-suite executives by managing calendars, scheduling meetings, and coordinating travel arrangements.• Improved processes and documentation.• Managed accounting, marketing expenses, invoices, and budget tracking to facilitate accurate financial reporting.• Improved processes and documentation.• Prepared reports and documents for meetings, utilizing advanced proficiency in Microsoft Office Suite.

Financial consultant, specialized in life insurances, medical insurances and retirement funds.

I was a financial consultant, in charge of mid-tier investments, insurances and credits.

We were in charge of creating and translation of all documentation for the company headquarters, located in Chihuahua, Mexico. The ISO demanded us to have all documents created and translated in 6 months, so we had to create over 60 thousand documents in that time-frame.After the 6 months had passed, I became the technical writers supervisor, in charge of a team of 6 people.

Worked for different projects (Xbox, DirectTV, Dominion Energy, etc.providing phone, email and chat support for hundreds of customers per day. I have always been passionate about customer service, so it's a natural thing for me to do good with KPI's, being a top performer on most months of my career.