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Retention Operations & Account Manager

Libertex Group

Jan 2026 - Current (6 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

Customer Success Specialist

Binance

Apr 2024 - Nov 2025 (1 year 8 months)

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Customer Support Specialist

Libertex International Company LLC

Jun 2023 - May 2024 (1 year)

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.

Client Success Specialist

Cigna Healthcare

Oct 2022 - Jun 2023 (9 months)

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.

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Investigator Esave| Sie-Aviónics

Esave

Oct 2021 - Jun 2022 (9 months)

Creation of the engineering study of the test bench for the gcu in beechcraft king army aircrafts to ensure the certification of aeronautical components

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