Perry Homes

Director of Customer Service

LAM Customer Lifecycle Consulting

Helping Startups identify gaps in their customer journey and identify opportunities for automation and tools to support the process improvements needed for stellar Customer Success and Support.

Customer Lifecycle Startup Consultant 

FieldLevel

Lead the support and success team, helping define the customer experience
Improved the learning material and path for users, including new video training material
Implemented HubSpot and Phone systems
Established the new Customer Success department
Defined Journeys and Playbooks for different persona types
Improved processes by automating communications and follow-ups in both HubSpot and Asana

Director of Customer Success

Poolsure | An Aquasol Company

Managed the Customer Support team, Onboarding team and the Customer Success/Account Management team
Created new workflows to improve team member work efficiency
Updated systems to automate tasks for consistency and efficiency
Developed a new training program to improve support team members' onboarding and capabilities
Created playbooks for team members to track clients' work
Rebuilt the onboarding process to create better visibility and accountability improving clients onboarding experience and time to value

Practifi

Created onboarding project plan templates and playbooks.
Trained Onboarding specialists to manage implementation projects.
Refined the playbook for Implementation, Training, Process building and Data Migration.
Implemented the use of a Project Management tool and time tracking tool.
Created Training Material to facilitate customer adoption.
Worked with Product team to define product requirements.

Customer Success Onboarding Manager

Helped clients adopt, train, and migrate to the system.
Created adoption plans during onboarding and helped clients during their 30/60/90 day post improve their adoption metrics.
Configured and Managed system and salesforce to meet customers requirements.
Created Processes for onboarding, training and implementation as well as customer processes within the system.
Created training material and the training program.
Configured and customized the salesforce and squid to meet customer needs.
Managed data cleanup and imports.
Worked with Product team to help identify product gaps or changes required for the US market

Customer Success Manager

Conduent

Lead a team of CAs (CSMs) to manage customer accounts. 
Sponsoring several projects and improvement initiatives
Championing cleaner processes and documentation
Coaching
Created templates and playbooks to help guide monthly activities with clients.

Client Services Manager

Lead several internal and customer facing projects.
Created several process improvement initiatives.
Improved financial health of the account and SLA reporting and metrics gathering methods
Lead Quarterly presentations and improved overal communication for the accounts.
Lead several automation improvement initiatives.
Participated in several events as the SME

Sr Client Advocate

Lead cross-functional globalized teams in several IT and Operational short term and long term projects using Waterfall and Agile methods

Coached new team members on roles, goals and workflows for the global teams

Lead teams to implement smaller application and software changes and larger infrastructure instalments.

Project Manager

El Globo zona 10

Retail and Wholesale management of a Hardware and Luxury store.
Implemented a CRM for the wholesale team and marketing team.
Lead marketing efforts including radio and billboard campaigns.
Coached retail sails for Hardware and high end products.
Realigned floor plan and distribution of product for better customer flow.
Created and lead the Wholesale team.

Sales Manager

Charter Supply

Account Management
Inside Sales
Logistics and Procurement

Account Excecutive

P&P Corp

Account management of advertising and PR accounts
Event manager
Internal News letter editor and designer for corporations

Account Executive

Orbe Tv

Editor and Production Manager
Created strategic alliances for increased distribution of the magazine
Designed interactive campaigns for adveryisers within magazine content

General Manager

Customer Success, Support and Project Management leader with experience in Support, Sales, IT, Marketing and Operations, focused on process improvement and customer loyalty. Energetic servant leader promoting team member growth and work/life balance. Hungry, Humble and always curious.

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