David Ospina Lopez
About
Detail
Customer Success Manager - Revenue Operations - Sports & SaaS
Madrid, Community of Madrid, Spain
Résumé
Jobs
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Sports Analytics Expert (Freelance Project) public Remote experienceMercorApr 2026 - May 2026 (2 months)- I delivered data-driven insights and CS-adjacent analytical frameworks for sports clients, translating complex data into actionable business recommendations. • I leveraged 3+ years of sports data domain expertise to support client decision-making and product adoption.- TCustomer Support SpecialistTaxDownFeb 2026 - Current (5 months)• I monitor CSAT scores and customer journey metrics to proactively identify friction points and surface improvement opportunities, contributing to higher self-service resolution rates. • I track customer health indicators using Amplitude and Customer.io to flag at-risk users and support retention and churn-prevention initiatives. • I manage end-to-end support workflows across Intercom, Stripe, Airtable, and Confluence, ensuring timely issue resolution and a seamless client experience. • I contribute to onboarding documentation and FAQs, reducing time-to-resolution and improving new user activation rates.
- Feed Assurance AnalystGenius SportsDec 2022 - Sep 2025 (2 years 10 months)- Conducted thorough analysis of post-match data from various sports, ensuring accuracy and quality in daily tasks related to live matches. - Facilitated training sessions for new employees, enhancing team capabilities and knowledge. - Provided constructive feedback to relevant teams regarding the quality of procedures, fostering continuous improvement. - Managed dashboards to streamline internal procedures within the team, optimizing workflow efficiency. - Collaborated closely with clients in the betting industry, leveraging insights from my experience as a Live Feed Analyst and Feed Assurance Analyst to ensure high-quality, real-time data delivery and promptly address any issues related to data input and live match coverage.
- Live Feed AnalystGenius SportsSep 2022 - Dec 2022 (4 months)Live match coverage. Data input of live events for different sports. Support with any issues regarding the data input.
- InternshipBancolombiaJan 2022 - Jul 2022 (7 months)- Created a performance management board for managing the OKRs of the business cycle cell, enhancing visibility and accountability within the team. - Generated monthly reports on the performance of factoring pro agreements, providing critical insights for decision-making. - Reorganized the structure of the digital channel for foreign subsidiaries, streamlining communication and operations. - Supported strategic and operational initiatives that aligned with customer success functions, contributing to improved client satisfaction and internal service quality.
Education
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- Master in Marketing and comercial directionEUDE Business SchoolOct 2025 - Current (9 months)
- Big Data certificationUniversity of San DiegoMar 2020 - May 2020 (3 months)
- Degree in EconomicsEAFIT UniversityJul 2018 - Dec 2022 (4 years 6 months)
- CSchool studiesColegio CanadienseJan 2005 - Jan 2018 (13 years 1 month)
Projects (professional or personal)
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- Organization valueGenius SportsFeb 2024 - Aug 2024 (7 months)With our working team, we develop a plan to understand the value of our work in the company and we present this project to increase the value of the company, this includes customer Acquisition and retention, market analysis and strategic planning.
- Customer sportsbook relationshipGenius SportsDec 2022 - Current (3 years 7 months)In my job, I have constant relationships with customers, and I usually have to answer questions about projects and procedures.