Axel Estuardo Gálvez Paz Bilingual network connection support

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Customer Success Specialist

GoTo Technologies

Nov 2023 - Current (2 years 8 months)

• Succesfully led renewal projects for corporate accounts, achieving a retention rate of over 90%, increasing revenue by $10,000 per month • Attained outstanding rNPS scores, ensuring high levels of customer satisfaction and loyalty • Recovered key accounts through the renewal and recovery of expired contracts, increasing revenue by 15% • Implemented strategies to optimize license overages in accounts, improving resource efficiency and reducing customer costs • Conducted effective cross-sales, identifying opportunities for expansion within existing accounts • Anticipated and resolved issues related to license usage in long standing accounts, offering strategic discounts to maintain long-term relationships • Managed client meetings at

Account services

LogMeIn

Apr 2021 - Oct 2023 (2 years 7 months)

Account services

IAM analyst

LogMeIn

Jun 2020 - Apr 2021 (11 months)

• IAM Analyst (Identity and Access Management) with solid experience managing and providing technical support for LastPass, GoToMyPC, and LogMeIn Pro. Responsible for administering identity and access management solutions, ensuring information security through the implementation of multi-factor authentication policies, access control, and secure password management. Provided specialized technical support, addressing incidents related to authentication, remote access, and corporate account management. Skilled in troubleshooting, implementing security enhancements, and optimizing the use of these tools to improve operational efficiency for users.

Customer Service Representative

Alorica

Aug 2017 - Jul 2019 (2 years)

• Mentor during 3 months, meaning I helped train the new 'waves' that came in • Helping them learn all the skills they would need and be there for extra assistance while they were helping their first customers • Customer retention: offering deals and offers to customers that had a bad experience so they would stay within the company • Trying to figure out the root issue that was causing the problem in order to improve • Technical support: many different issues such as remote support covering software and hardware issues, providing resolutions when it came to network outages, checking tower signals, I message, multimedia message not being able to be sent, issues downloading and uploading apps/music/videos, troubleshooting apps, installi

Customer service

Alorica

Aug 2017 - Jul 2019 (2 years)

Care, support, retention, sales

Axel Estuardo Gálvez Paz

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