Roger Guzman Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, Us

- Project Manager for Implementation and Marketing teams, overseeing cross-functional projects focused on new user implementation, lead generation, sales optimization, and operational efficiency.- Led the transition of implementation data from spreadsheets to Salesforce, enhancing visibility into implementation metrics, revenue, and user communications through a unified CRM platform.- Developed automated workflows using Make.com, reducing implementation time by 41%, enhancing customer implementation efficiency.- Leveraged HubSpot to execute email campaigns, design and optimize landing pages, set up payment processes, and manage marketing analytics.- Led the optimization of workflows and development of Standard Operating Procedures (SOPs), contributing to streamlined operations.- Oversaw creative asset management, utilizing Brandfolder to organize and streamline access to marketing collateral for cross-functional teams.- Managed a team of 10 implementation specialists and 4 operations associates, overseeing all stages of customer implementation.- Fostered a collaborative team environment by mentoring junior project managers, contributing to overall team success and continuous process improvement.

New York, Ny, Us

- Managed a portfolio of 25-40 clients a month, coordinating with internal teams and external stakeholders (e.g., title companies, appraisers, insurance) to fund over 450 home loans, driving approximately $3.24 million in revenue.- Conducted in-depth data analysis and managed client communications to mitigate churn risks, generating an additional $14,000–$22,000 in monthly revenue by retaining suspended loans.- Conducted detailed data reviews (e.g., purchase contracts, asset statements, title reports, property taxes) to ensure data accuracy and compliance for loan funding.

El Segundo, Ca, Us

- Developed Customer Success 30/60/90-day strategy campaigns for newly acquired clients across different tiers of Get Help’s product offerings, resulting in adoption of initial clients for Los Angeles’ Winter Shelter program.- Led implementation and training initiatives for new users through Zoom webinars, increasing platform adoption by 30% and ensuring customer self-sufficiency.- Identified operational bottlenecks and developed solutions to improve project delivery timelines, resulting in a 33% increase in client engagement.- Acted as the primary liaison between clients and engineering teams for product feature requests, creating roadmaps, and improving user experience.- Created customer-facing content (FAQs, help documentation) that reduced support tickets by 50%, improving overall user experience.

Marina Del Rey, Ca, Us

- Evaluated risk reports to identify and close high-risk accounts, investigated agent-submitted tickets within 24 hours, and collaborated with internal teams to produce detailed risk observation reports, proactively addressing fraud trends.- Acted as the primary liaison between investment clients and fund administrators, ensuring compliance with market transaction audit requirements.- Monitored and analyzed 100+ ACH transfers daily, mitigating risk and preventing potential losses.- Managed the internal Slack support channel for escalated customer issues, delivering timely resolutions to enhance client satisfaction.

Marina Del Rey, Ca, Us

Aspiration was born to be the investment firm for the middle class — to offer everyday investors access to the financial products they need, to give them the trust they deserve, and to both build value and honor their values at the same time. We bring new and exciting financial choices to everyday people including sustainable investments and Money Magazine’s “Best Checking Account in America.” Our unique business model puts unprecedented trust into the hands of our customers and lets them “do well” and “do good” by integrating charitable giving into all we do.

Los Angeles, California, Us

- Conducted in-depth analysis of high-value orders, identifying and preventing fraudulent shipments, safeguarding over $100,000 in products and revenue.- Processed and resolved charge-backs, retrievals, and order disputes for unauthorized transactions, ensuring e-commerce compliance and uninterrupted online operations.- Oversaw daily operations to ensure order fulfillment, reviewing and addressing unfulfilled or damaged orders to achieve timely delivery and enhance customer satisfaction.