Edward esteban Ojeda

Edward esteban Ojeda

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Retention Operations Manager /Aeronautical Engineer /Customer Success & Churn Strategy / HubSpot Service Hub Expert
Bogotá, Bogota, Colombia
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Résumé

Jobs verified_user 0% verified
  • Libertex Group
    Retention Operations & Account Manager
    Libertex Group
    Jan 2026 - Current (7 months)
    Responsible for retention operations and protecting recurring revenue (ARR) through data-driven analysis and advanced negotiation for high-value portfolios. * Retention Architecture: Engineered and optimized the retention pipeline using Intercom, leveraging automated workflows and series to improve operational efficiency and response accuracy. * Churn Mitigation: Analyzed customer health scores and behavioral data to implement proactive strategies, significantly reducing attrition rates. * Strategic Negotiation: Managed complex objections from VIP clients by leveraging deep knowledge of financial markets and technical analysis. * Process Engineering: Applied aeronautical engineering logic to streamline internal workflows within Intercom, en
  • Binance
    Customer Success Specialist
    Binance
    Apr 2024 - Nov 2025 (1 year 8 months)
    Managed end-to-end VIP and Corporate Account success strategies for the world’s leading cryptocurrency exchange, ensuring platform adoption and high-value retention in a high-volatility market. * Institutional & VIP Relationship Management: Acted as the primary point of contact for corporate entities and HNW individuals, managing complex technical and financial portfolios with high-precision service. * High-Stakes Problem Solving: Handled large-scale transaction inquiries and institutional-grade security protocols, maintaining excellence during peak market activity. * User Retention & Engagement: Leveraged behavioral data to identify at-risk high-value accounts, implementing personalized loyalty plans to maximize Asset Under Management (AUM
  • Libertex Group
    Customer Support Specialist
    Libertex Group
    May 2023 - Dec 2025 (2 years 8 months)
    Managed a portfolio of high-value clients, ensuring their long-term success and business growth. - Conducted customer success reviews, identified upsell opportunities, and enhanced user experience. - Provided data-driven insights to help clients optimize their usage of company platforms. - Acted as a liaison between clients and internal teams to streamline processes and address issues proactively.
  • Cigna Healthcare
    Client Success Specialist
    Cigna Healthcare
    Oct 2022 - Oct 2023 (1 year 1 month)
    Provided multichannel support (phone, chat, email) to ensure high customer satisfaction. - Assisted customers in navigating digital platforms, resolving technical issues, and optimizing services. - Led training sessions to improve customer product adoption and reduce service-related inquiries. - Developed and maintained long-term relationships with key stakeholders to drive retention.
  • Colombian National Army
    Asistente de investigación
    Colombian National Army
    Jun 2020 - Jun 2021 (1 year 1 month)
    Engineering Project Investigator
Education verified_user 0% verified
  • C
    Basic in Hidraulic Installations, Tecnología hidráulica y de fluidos
    Centro Metalmecanico SENA
    Jan 2021 - Dec 2021 (1 year)
  • Escuela de aviacion del ejercito
    Bachelor's degree, Aerospace, Aeronautical and Astronautical Engineering
    Escuela de aviacion del ejercito
    Jan 2017 - Dec 2021 (5 years)
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