I’m a trilingual Social Communicator and Journalist with +3 years of experience as a Customer Success Manager in the SaaS industry and +4 years of background in Media (radio, TV, press, events, social). I’m a people person and engaging with others is my middle name. After my past roles advocating for clients and knowing how to ask the right questions; I aspire to channel these skills back into Communication by pushing boundaries, jumping on new challenges and proving my growth mindset.
Work history
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Customer Success Managerhackajob
- London, United KingdomFull Time
- Responsible for managing, retaining and growing the Commercial Segment within hackajob’s client portfolio, worth 23% of the company’s revenue and consisting of accounts across the UK and the US.
Implement the sub-segmentation strategy, achieving an NPS of 73 and enhancing overall satisfaction and loyalty.
- Consult on client’s business updates and requirements to identify trends and areas of improvement, personalise customer success plans, evaluate strategies, drive engagement, and achieve goals within versatile markets.
- Shift between strategic planning and hands-on support by leveraging data insights and client feedback to collaborate with internal teams to address user issues, identify upsell opportunities, enhance the product, improve onboarding, and extend invitations to upcoming activities, among other cross-functional responsibilities.
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Customer Experience ManagerTeleMed
- ColombiaFull Time
- Script, develop and implement strategies for customer voice-bots, aligned with their company voice and goals.
- Analyse live campaigns alongside the Engineering and Operation teams, suggest call script and pathway improvements to reduce handling time and enhance interactions for campaign success.
- Manage customer relationships to identify future campaign opportunities for upsells and increased revenue.
+ Show more
Skills
- Fluent Spanish
- French
- Public Speaking
- Writing
- Creative
- Approachable
- Customer Management
- Speaking
- Social Media
- Radio Broadcasting
Education
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Bachelor of Arts (First Class Honours)Universidad Pontificia Bolivariana
- Colombia
Bachelor’s Degree, Social Communications - Journalism, Faculty of Social Sciences
Presenter of the Faculty Conferences | Best Radio Product 2016 | Co-author of “Consumption Dynamics of Colombian Cinema” (Published, 2019) | Radio Host - Psychology programme (5 years)