Alexia Arango
About
Detail
Peru
Contact Alexia regarding:
work
Full-time jobs
Starting at
USD40K/month
Résumé
Jobs
verified_user
0% verified
Strategic Regional CSMTekton LabsAug 2024 - Current (1 year 9 months)As the Strategic Regional Customer Success Manager, I led the enterprise Customer Success strategy for key accounts across LATAM, serving as a trusted advisor to C-level stakeholders and aligning Technology, Finance, and Product teams around client outcomes. I was responsible for driving adoption, retention, and account growth in IT services and software development projects. Additionally, I managed digital customer accounts across LATAM, focusing on retention, upselling, and improving customer journeys, which directly aligned with optimizing online sales and repeat purchases in e-commerce, thereby enhancing overall customer satisfaction and loyalty. Furthermore, my experience in project coordination has been instrumental in my role; for in- Business Operations ManagerTRANZACTMay 2020 - Jul 2024 (4 years 3 months)• Reduced onboarding costs by 40% while improving agent readiness and client satisfaction through a redesigned recruitment, training, and certification framework. • Strengthened service quality across 3,000+ agents by standardizing workflows, onboarding, and operational processes. • Delivered data-driven insights (Power BI, Excel) that shaped commercial strategies and supported peak campaign performance. • Managed client-focused transitions into new accounts, ensuring operational continuity and high-quality delivery. • Led a team of analysts providing reporting and business intelligence that improved decision-making across Sales and Operations leadership. • Streamlined operational processes to enhance efficiency and reduce b
- Customer Support Agent → Senior AnalystBetsson GroupMar 2019 - Dec 2019 (10 months)• Promoted from Customer Service Agent to Senior Analyst in recognition of performance, adaptability, and ability to deliver consistent results in a high-growth environment. • Delivered end-to-end client support across chat, email, and phone, resolving complex account, payment, and compliance queries while maintaining top-tier satisfaction. • Supported the scaling of customer operations by refining workflows and maintaining service quality as the customer base expanded globally. • Conducted call evaluations and customer trend analysis, producing actionable insights that improved team efficiency. • Leveraged experience in the e-commerce industry to enhance customer support processes, drawing parallels between digital business models
- Quality Assurance AnalystTRANZACT• Conducted compliance audits and data-driven quality reviews, ensuring adherence to internal standards and regulatory requirements across large-scale operations. • Designed and implemented a QA compliance checklist, reducing process inconsistencies and improving accuracy in service delivery. • Provided trend analysis and actionable insights from QA audits, enabling leadership to address recurring issues and strengthen operational efficiency. • Developed and enforced QA processes to ensure accuracy and compliance, which are crucial in e-commerce for maintaining data integrity, order accuracy, and platform reliability. • Conducted audits and root-cause analysis to reduce errors and enhance the customer experience. • Collaborated wi
Education
verified_user
0% verified
- HHubSpot Customer Success / CRM Certification
- AAWS Cloud Practitioner Certification
- IIntercom Customer Support
- IICPNA
- Communications and Digital MediaUSMP
- IKPIS and ManagementISILI