Acting as a bridge between the operation and product team, the role looks after both customer and employee experiences and journeys, working in developing a cohesive service offering by: - Intimately understanding customer needs and use cases- Driving the Birdwatch vision for delight and service excellence- Owning the measurement of customer success metrics and the attainment of customer success goals- Liaising with all stakeholders involved in service delivery and customer… Show more Acting as a bridge between the operation and product team, the role looks after both customer and employee experiences and journeys, working in developing a cohesive service offering by: - Intimately understanding customer needs and use cases- Driving the Birdwatch vision for delight and service excellence- Owning the measurement of customer success metrics and the attainment of customer success goals- Liaising with all stakeholders involved in service delivery and customer experience- Representing both customer and operational team needs from a product and process perspective- Translating strategic and tactical business goals into customer initiatives Show less

- Consultant to companies looking to map and build stronger Customer Journeys- Develops methods to capture the Voice of Customer - Defines touch-points, their voice, and channels of interaction needed throughout a service blueprint- Estabilshes processes that result in a seamless handoffs from customer facing interactions to backoffice workflows and viceversa

- Engages with customers to drive their success by fostering feature adoption and upselling services- Builds relationships with senior levels to ensure customer success with product/software offerings. - Looking after over $10M in revenue by building customized success plans based on specific use cases and the benefit new feature adoption can bring to their business. - Develops quantifiable success models for SaaS and On-Prem offerings- Identifies levels of success and flags churn… Show more - Engages with customers to drive their success by fostering feature adoption and upselling services- Builds relationships with senior levels to ensure customer success with product/software offerings. - Looking after over $10M in revenue by building customized success plans based on specific use cases and the benefit new feature adoption can bring to their business. - Develops quantifiable success models for SaaS and On-Prem offerings- Identifies levels of success and flags churn risks- Serves as an additional escalation contact for product related matters Show less

- Created playbooks for the execution of tasks supporting the automation of supply-chain solutions. - Connected with ad-hoc government agencies world-wide to request and validate customs and trade-related data. - Communicated with clients and fulfills timely requests. Developed database solutions to deliver trade related data

- Assists in course and curriculum preparation. - Develops tools for data analysis based on team and organizational environment evaluation. - Supports profile and report construction for 360 evaluations. - Documents, reports and material translation.

- Developed business opportunities within the apparel market in the Central American region- Managed the relationship between the brand/manufacturer and retail partners/re-sellers- Increased channel size from 2 to 41 retail partners in 2 years- Identifies leads, engaged in negotiation and closed deals with diverse points of sales- Managed billing and invoicing for different partners and points of sale across the region

- Designed and implemented the digital transformation of the Learning and Development department reducing cost by 25%- Revamped training curricula to a learner-centered approach which resulted in a 60% increase in new-hire retention (first 90 days)- Supported organizational development efforts, designing courses to develop leadership skills, coaching techniques, and to support new line of business implementation.- Participated in the selection process of new Learning and Development… Show more - Designed and implemented the digital transformation of the Learning and Development department reducing cost by 25%- Revamped training curricula to a learner-centered approach which resulted in a 60% increase in new-hire retention (first 90 days)- Supported organizational development efforts, designing courses to develop leadership skills, coaching techniques, and to support new line of business implementation.- Participated in the selection process of new Learning and Development specialists and their training to succeed at their job. - Supported internal promotions processes by developing programs that prepared front-line team members to apply for higher positions and be ready when the time came for them to demonstrate their skills. Show less

- Supported a team of operators on their daily tasks, providing one-on-one coaching, measuring metrics, developing agent tailored performance targeting action plans- Took part in new lines of business implementations providing insight on site capabilities, recruitment and training needs.

- Delivered, designed and certified new hire training programs and employees. - Supported new trainer certification processes. - Attended organizational development courses and tailored them to satisfy site needs. - Sourced for courses beneficial to the operation from a network of organizational development providers.

- Deployed projects that impacted all accounts at a specific area, such as absenteeism and employee satisfaction

- Aligned Quality Assurance and Training Department efforts to support knowledge content creation and distribution to the call center operation. - Managed a team of Subject Matter Experts or SMEs who provided real-time support to agents on the floor; thus, providing front line needs to add to the department's pipeline

- Delivered new hire tech support, customer service, and multi tasking training programs- Supported account operations by developing training courses that addressed content/process knowledge or supported the launch of a new product/procedure.