Enrique Zapata Results-driven customer service, CRM and Sales Expert

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Customer Success Senior Mgr

GoHighLevel

Jan 2022 - Current (4 years 6 months)

Successfully implemented CRM system enhancements, leading to a 20% improvement in user efficiency and a 15% reduction in response times for customer inquiries. Spearheaded a targeted customer engagement strategy, resulting in a 25% increase in customer satisfaction scores and a 10% growth in upsell opportunities within existing client accounts. Played a key role in training and mentoring junior customer service advisors, contributing to a 30% improvement in team performance and knowledge retention. Implemented data-driven customer feedback mechanisms, resulting in a 20% reduction in customer churn and increased customer lifetime value by 15% through strategic retention initiatives. Managing AI models across the platform
Latam Customer Service Manager

Visa

Aug 2017 - Jan 2022 (4 years 6 months)

Implemented new strategies resulting in a 20% improvement in customer service ratings across Developed the AI model to be launched and managing retail markets
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Senior Planning Manager

Brown Forman Inc

Jan 2011 - Jul 2017 (6 years 7 months)

Latin American markets. Managed and directed a team of 15 representatives in 5 countries to reduce response time by 30% and increase first call resolution rates by 25%. Developed comprehensive training programs that improved call handling time by 40% and reduced customer complaints by 35%. Streamlined the ticketing system, resulting in a 50% increase in ticket resolution rates and a 20% decrease in escalation rates. Spearheaded cross-functional projects that led to a 15% increase in customer retention rates across all Latin American markets. Including Assertiveness

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Enrique Zapata

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