Cristian Alexis Rodriguez Silva
About
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Mexico
Résumé
Jobs
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- HCustomer Success ManagerHIglobeApr 2024 - Current (2 years 1 month)• Manage Tier 1 & 2 support for a global SaaS platform via Zendesk & Connectly, consistently achieving 100% HSAT. • Lead onboarding for new customers, delivering personalized walkthroughs that improved activation and retention rates through video calls in Google Meet. • Built and implemented Customer Success Risk Management Practices, enhancing cybersecurity culture and operational readiness. • Created best practice guidelines for CS peers, reducing average resolution time and improving conversation quality. • Partnered with cross-functional teams via Slack, Notion, and project management tools to meet and exceed monthly/quarterly KPIs. • Leveraged knowledge of marketing automation to enhance customer engagement strategies,
Customer Success Specialist (Accounts Team)HostingerSep 2022 - Jun 2023 (10 months)• Established meaningful connections with a diverse global clientele via Intercom, demonstrating adeptness in promptly addressing inquiries and delivering real-time assistance with a commitment to customer-centricity. • Facilitated seamless collaboration within an international, multidisciplinary team, employing platforms such as Slack and other tools to effectively realize monthly and quarterly Key Performance Indicators (KPIs). • Maintained a consistent HSAT level of 95% and collaborated to create a "best practices" guideline for other peers to improve the quality among their conversations. • Contributed to the onboarding process by offering comprehensive support and technical troubleshooting, guiding customers through intricate problem r- CCustomer Success Team LeaderJan 2020 - Sep 2022 (2 years 9 months)• Successfully led a team of over 15 professionals for more than two and a half years. • Responsible for training, selection interviews, and daily operations supervision in both phone and chat environments. • Consistently achieved Key Performance Indicators (KPIs) for response time and customer satisfaction according to managerial standards. • Implemented effective strategies that reduced waiting times by 10% and increased HSAT by 8% across the team. • Maintained a consistent HSAT level of 90% for multiple consecutive quarters. • Successfully applied a Project Management approach for staff development and effective communication of results to key stakeholders. Additionally, utilized video calls to facilitate weekly reporting to up
Education
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- Economics International Trade &Universidad Autónoma de San Luis PotosíJan 2025 - Aug 2025 (8 months)
- YWORK ABROADYMCA DetroitJun 2023 - Sep 2023 (4 months)
- Project Management FundamentalsGoogleJan 2023
- Organizational AnalysisStanford UniversityJan 2023