PROFILE Experienced Customer Success Manager with a strong background in team leadership, process optimization, and cross-functional collaboration. Proven track record of driving customer engagement and satisfaction through innovative solutions and proactive strategies. Skilled in managing high-impact projects, automating workflows, and mentoring teams. Fluent in English, French, and Spanish, with an international perspective and a passion for fostering client success in dynamic environments. Currently pursuing a certification in Project Management and GenAI through Google Career Certificates.
Managed and supervised a team of six, optimizing customer management processes and creating newworkflows to improve efficiency. Developed and implemented a quality project ensuring proactive, high-quality follow-up with clients. Led major operational cases and escalations (Google reviews, NPS) and conducted seminars/workshops to develop team skills. Increased talent engagement by 20%through the "Talent pre-drop" project, ensuring timely completion of assessments. Implemented an automated offboarding process that improved program completion within deadlines. Worked cross-functionally with product, marketing, and sales to align customer needs and service delivery.
Leveraged data analysis to identify trends and improve business growth, enhancing customer experience and team performance. Trained and mentored new employees, instilling a sales mindset and ensuring alignment with business strategies. Developed a successful sales training program that helped reduce churn by 20% during the pandemic through more meaningful driver interactions. Improved internal knowledge base by documenting complicated cases specific to the French-speaking province, enhancing team effectiveness.
Gathered and implemented user feedback to optimize the community experience, improving customer satisfaction scores. Carried out operational plans to support business goals, collaborating with managers to develop engagement strategies. Maintained an average CSAT score of 97.7% in customer interactions, ensuring high satisfaction and service quality
Supported Latin American, European, and American markets, ensuring seamless coordination of photo shoots and recruitment of - photographers. Collaborated with management to improve processes and incorporate customer feedback
Gathered and implemented user feedback to optimize the community experience, improving customer satisfaction scores. Developed and applied operational plans to support business goals, collaborating with managers to create engagement strategies. Addressed 90% of customer issues within SLA timelines, enhancing overall service delivery.
Formulated and implemented a cost-effective digital marketing strategy that boosted volunteerism by 30%through effective SEOtechniques. Designed a community-centered and engaging volunteer program that enhanced volunteer participation by 50%. Welcomed, evaluated, and matched new volunteers based on their skills and availability.
Oversawthe IMEJ Awards process, ensuring timely execution and efficiently addressing issues throughout the project lifecycle. Handled the project budget while actively promoting the awards to increase community visibility and engagement.