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 Onboarding and evaluation of probation periods.- Streamline support and internal communication processes, ensuring effective… Show more 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 Onboarding and evaluation of probation periods.- Streamline support and internal communication processes, ensuring effective resolution and communication with clients and internal stakeholders.- Tactical implementation of Customer Success strategy.Achievements:- Re-structure of onboarding process for new Customer Champions. Training time was reduced from 1 month to 2 weeks, and operational readiness started from 5 days (previously 3 weeks).-Turnover rate improved by 100% during a span of 6 months.- Increased operational capacity (amount of cases resolved by a Customer Champion) by 19%.- Implementation of WhatsApp as a core communication channel to provide reactive and proactive service for our customers.- Re-structure service organization and Quality of Service criteria.- Led Experience meetings with Product Managers, and enhanced communication with product and engineering team, leading to 20+ Product improvements and internal tool improvements, including launch of a new feature on the app (Account deletion for customers). Show less

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 use cases in Student Advocates, aiming for a flexible and escalable team.- Lead the entire support process for our B2C clients and SMBs, including monitoring of KPIs, process improvement, feedback gathering and deliver, mentoring and coaching of Student… Show more 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 use cases in Student Advocates, aiming for a flexible and escalable team.- Lead the entire support process for our B2C clients and SMBs, including monitoring of KPIs, process improvement, feedback gathering and deliver, mentoring and coaching of Student Advocates, overseeing quality of service, and so on.Achievements:● 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 management, and value delivery.● 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.- Coordinate and optimize team initiatives and projects, focusing on efficiency and collaboration.- Play an active role in the onboarding process of new team members (Student Advocates, Success Coordinators, and Data Analyst)- Identify training opportunities and… Show more 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.- Coordinate and optimize team initiatives and projects, focusing on efficiency and collaboration.- Play an active role in the onboarding process of new team members (Student Advocates, Success Coordinators, and Data Analyst)- Identify training opportunities and areas for team improvement, facilitating and creating focused learning spaces aimed at enhancing service processes.Achievements:● 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 improvements both in product and brand strategies. ● 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 Advocates, including Quarterly and Yearly Performance Reviews.- Oversee support operations, making sure that KPIs were achieved with outstanding quality of service for our students- Manage different processes and projects to improve student adoption, activation… Show more 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 Advocates, including Quarterly and Yearly Performance Reviews.- Oversee support operations, making sure that KPIs were achieved with outstanding quality of service for our students- Manage different processes and projects to improve student adoption, activation, and general experience with the product- Coordinate bug reporting, follow-up and communication with students when issues were solved. Both with product and content bugs- Promote a culture of Customer-centricity within the companyAchievements:● 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 with the client.- Foster a culture of high performance and well-being within the team- Assistance in selection… Show more 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 with the client.- Foster a culture of high performance and well-being within the team- Assistance in selection, onboarding, and follow-up of peers within the staff (supervisors, WFM, Quality, Training)Achievements:- Assistance in ramp up of StockX account, monitoring training, onboarding, and KPI achievement of around 60 advocates.- Building of initial KPI calculation, monitoring and structure of analysis including CSAT, AHT, SLAs, Attendance, EPH, and real-time monitoring of Utilization and said KPIs.- Maintaned an Attrition rate below 2% during the first year of the project.- Top performing team within the account during March and April, 2021.- Played a key role to become Top Performing Vendor in Q3-2021, with outstanding performance in CSAT (Improvement of 10% during the Q) and QA scores (Above 97% with high scoring client calibrations). - Assisted career path of teammates, 2 of them becoming part of staff team.- Building and presentation of 2 QBRs (Q2 an Q3 2021) for C-Level of both client and Onelink, with recognition for performance, analysis depth, and programs to maintain well-being of advocates. Show less

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, Instacart, StockX)- Top performing advocate in April 2020 with highlights for CSAT score in call LOB.-… Show more 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, Instacart, StockX)- Top performing advocate in April 2020 with highlights for CSAT score in call LOB.- Backup supervisor for two months, helping monitoring attrition and KPIs achievement of 16 teammates. Show less

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 research is done based on a cognitive perspective)- Design a novel methodology to evaluate Reading… Show more 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 research is done based on a cognitive perspective)- Design a novel methodology to evaluate Reading Comprehension from a behavioral perspective- Create a experiment in Psychopy (software for Psychological experimentation) and optimizing it using Python Show less

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 improve reading skills in young students. Two cohorts of approximately 10 people each were involved. Cognitive… Show more 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 improve reading skills in young students. Two cohorts of approximately 10 people each were involved. Cognitive skills were evaluated before and after the program using WISC-V, showing improvement in language comprehension areas.- Assessment of cognitive skills in children for the Buen Comienzo Festival 2018, using the Battelle Developmental Inventory. Around 20 children were evaluated, and feedback was shared with their parents based on the results. Show less