Juan Leon Training Lead and Customer Experience Advocate

Account Manager

Floowi Inc

Apr 2024 - Current (2 years 3 months)

• Managed relationships with over eight client units, ensuring satisfaction and fostering long-term partnerships. • Oversaw client relationships contributing to an average annual internal revenue of $1.2 million, demonstrating a significant impact on business growth. • Handled monthly billing and invoicing processes for $84,000 USD in Monthly Recurring Revenue (MRR), ensuring accuracy and timeliness. • Maintained constant communication flow between the company and clients, effectively addressing needs and enhancing service delivery. • Kept a close relationship with client in industries such as marketing, advertising, content creation, SaaS tech startups and ecommerce retail. • Delivered timely product updates and customer success supp

Growth Manager

Floowi Inc

Jan 2024 - Apr 2024 (4 months)

• Developed and implemented email campaigns to capture and engage potential leads, utilizing A/B testing and data analysis to maximize open and conversion rates. • Conducted market research and prospecting within marketing, advertising, content creation, SaaS tech startups, and e-commerce retail to identify and approach high-potential accounts. • Efficiently managed and processed incoming leads from web forms and SEO strategies, ensuring prompt follow-up and qualification of potential clients. • Engaged with interested clients through personalized emails, phone calls, and LinkedIn interactions to nurture relationships and drive conversions. • Enhanced LinkedIn cold outreach strategies by actively commenting on prospect posts, initiatin

Business Development Representative

Floowi Inc

Apr 2023 - Dec 2023 (9 months)

• Conducted comprehensive prospecting and lead review to ensure alignment with our ideal customer profile. • Collaborated closely with the CEO and COO to develop an effective customer profile for high conversion and recurring purchases. • Designed and executed a comprehensive cold outreach strategy, refining the perfect sales pitch with CEO and COO guidance. • Developed a robust client objection handling script. • Implemented varied email sequences targeting different sales angles to effectively reach customers. • Executed a multi-touch strategy incorporating highly personalized outreach methods, including calls, voicemails, emails, LinkedIn comments, direct messages, and video sales letters. • Crafted a video sales letter strategy w

E

Virtual Assistant/Customer Service Representative

En Solidaridad

Jul 2022 - Dec 2022 (6 months)

• Managing calls, text messages, emails from attorneys referring clients to appoint a psychological evaluation • Consistent efficiency improvement, making sure spreadsheets, scheduling tools and payments where handled properly. • Developing solutions of inbound and outbound interactions to every client we got referred to from the law firms. • Ensuring full proficiency in scheduling, booking, and organizing a full calendar of psychologists which oversee immigration psychological evaluations. • Managed payment collection verbally and in text from every client. • Providing outstanding customer support to clients struggling to connect or set up their devices to access the psychological evaluation.

E

Virtual Assistant/Team Leader

En Solidaridad

Jan 2022 - Apr 2024 (2 years 4 months)

• Managing calls, text messages, emails from attorneys referring clients to appoint a psychological evaluation. • Consistent efficiency improvement, making sure spreadsheets, scheduling tools and payments were handled properly. • Developing solutions of inbound and outbound interactions to every client we got referred to from the law firms. • Ensuring full proficiency in scheduling, booking, and organizing a full calendar of psychologists which oversee immigration psychological evaluations. • Managed payment collection verbally and in text from every client. • Providing outstanding customer support to clients struggling to connect or set up their devices to access the psychological evaluation. • Training new hires and walking them th

Training Lead

Teleperformance

Mar 2020 - Dec 2021 (1 year 10 months)

• The training project management, taking care of KPI's (Csat, QA, SL, AHT) of the operation, performance improvement plans and financial metrics. • Ensuring full proficiency in the training and operative standpoints in terms of preparation, retention and human growth. • Managing reports and team member interactions, pulling and analyzing data from our SaaS platform. • Assessing prospective team members in different countries (Peru, Colombia, India and Dominican Republic) • Consistent product improvement, providing feedback and keeping up with any product new releases or any of the workflows. • Developing solutions to keep track and improve business performance. • Managing operational performance to meet KPI targets and Service Level

Trainer

Teleperformance

Aug 2019 - Feb 2020 (7 months)

• New hire, transfer, and uptraining class management of +25 agents. • Leading, coaching, and development of customer service representatives. • Managed, controlled, analyzed and kept track of productivity and performance KPIs. • Designed and developed training content for different lines of business.

Customer Service Representative

Teleperformance

Mar 2019 - Jul 2019 (5 months)

• Customer troubleshooting requests and order placement forms. • Phone, Live Chat (up to 3), and Email customer service and support. • Followed customer inquiries and resolved through the company's guidelines • Experience with Salesforce, Zendesk, Amazon, Connect, Okta, Ujet, and Dispatch.

Juan Leon

About

Detail

Timeline

Résumé