Willmar A. Z. Email & Phone Number

Colombia

México

Role:- Oversee daily support operations through several real-time and back-office channels- Mentoring and Coaching of a team of 10 Customer Champions, strenghtening communication skills and creating strong ties with Product Teams.- Lead, along with Talent Acquisition, the recruitment lifecycle of Customer Champions, from Job Description design to.

• Role:- Define and structure post-sales processes and service standards for our SMB clients.- Define and execute Omnichannel strategy for Success team.- Define and execute training program to increase know-how of all.
• Mentoring and coaching of peer Student Success Coordinator Jr, leading to increased value delivery and improved management of stakeholders, including C-level.
• Mentoring and coaching of Sr and mid-senior Student Advocates to optimize and execute multiple projects, leading to improved results in multiple team projects, and increased seniority in communications, project.
• Integration of conversation management tools from 4 to 1, boosting Student Advocate productivity by 30%
• Execution of training strategy for know-how sharing across entire team, increasing flexibility to handle urgencies or increased work volume. Show less

• Role:- Provide insights to the product and growth teams, based on the student experience with the product. - Monitor and support the achievement of KPIs and OKRs, ensuring team alignment with organizational goals..
• Analyze and optimize end-to-end process for chargebacks management, increasing % of won chargebacks for the company.
• Designed and performed 5+ interview cycles to understand behavior of students with the product (Why did they renew, why did they churn, why did they purchase certain plans instead of others). Results lead to.
• Help in design and implementation of usability tests and structured interview protocols in preparation for the launch of new App and Web Platzi Products.
• Coordination of team availability for main campaigns of the company, making sure Satisfaction and SLAs were met, despite increased volume. Show less

• Role:- Lead a team of 9 Student Advocates, ensuring their achievement of results, well-being, and growth- Screening, interview, hiring, onboarding and training of new teammates- Mentoring and coaching of Student.
• Mentoring and coaching of Jr and Sr Student Advocates. Two of them increasing seniority, and one getting to a management position.
• Developed metrics dashboard for talent management, facilitating early detection of advocate wellbeing concerns and optimization of hiring pipeline (Reduction from 2 to 1 month of hiring process duration)
• Implemented a Social Media case management tool, increasing support from 1 to 4 channels and multiple accounts.
• Streamlined processes in Social Media and Learning Experience areas, resulting in 40+ product improvements and consistent customer satisfaction (Above 98% - 4.8 CSAT score in all channels).
• Launched Customer Centricity and Product Improvement training for 160+ company new hires. Show less

Colombia

Role:- Lead the customer service team of StockX to provide top-tier service achieving high results in quality of service and time-bound metrics- Onboard new teammates, making sure to set them up for success within the account.- Assistance in screening and hiring process of new teammates.- Analysis of KPIs, both numeric and qualitative, for Business Reviews.

Role:- Assist customers via Chat, Email or Calls regarding Product Issues or General Experience Difficulties- SME for different accounts to improve response times and quality of service of new teammates.- Gather feedback from customers to inform product needs to stakeholders.Achievements:- SME for different accounts/Industries within the company (Lyft.

Role:- Assisting Lab Coordinator in building theoretical framework of research- Research and analysis of cientific articles and books about the research topic- Assistance in subject testing of other research performed at the LabAchievements:- Consolidated a bibliographic analysis about Reading Comprehension based on a behavioral perspective (most of the.

Medellín

Role:- Supporting management of the Psychology Lab by providing research spaces and taking care of the tools and tests available- Research advisor for experiments conducted in the Lab for undergraduates up to doctoral works.- Support initiatives to foster experimental research at the University.Achievements:- Design and implementation of a program to.