Luimar Pezzotti
About
Detail
Customer Success Manager
Bogotá, Colombia
Résumé
Jobs
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Customer Success Manager public Remote experienceJelou AIJul 2023 - Current (3 years 4 months)Build relationships with assigned customers, help them with issues, and
continually delight them with a positive, customer-centric attitude.
• Understand customer needs, objectives, and challenges to proactively identify
opportunities for them to derive maximum value from our technology solutions.
• Provide proactive strategy with their assigned customer accounts.
• Identify and forecast expansion opportunities and partner with sales to
successfully close such opportunities.
• Act as the voice of the customer internally and externally; as the customer
relationship, work cross-functionally with Marketing, Sales, Product, and
Engineering to ensure a consistent and strong customer message is embedde- PCustomer Experience Leader verified_user Verified experienceProntomas Colombia SAJan 2023 - May 2023 (5 months)- Analyzed customer data to identify and prioritize customer needs and preferences, resulting in enhanced customer experience.
- Set up from scratch the Customer Service and Customer Success operation of the company, including tools, processes and channels.
Help craft the company's customer care strategy and support for the future.
- Develop policies and procedures that customer service agents will follow to resolve customer inquiries, working with internal Product and Engineering teams and external providers. - Customer Excellence Lead - XForceNu ColombiaSep 2021 - Jan 2023 (1 year 5 months)- Developed a CRM system to track sales and client data, resulting in improved customer service and lead conversion rates.
- Leader in charge of different packs to master and improve processes. QA, HSat, Wow and Recognition.
- Plan, execute, and oversee inspection and testing of action plans given to the operation to check quality deliverables. - Team Manager24-7 InTouchDec 2020 - Jul 2021 (8 months)- Established clear roles and responsibilities for each team member, allowing for better accountability and collaboration.
- Lead a group of 17 agents to help and guide them achieve project compliance and goals, ensure quality standards in the group.
- Develop the group of agents to guarantee the effectiveness of feedback to each other. - Team ManagerSutherlandFeb 2017 - Aug 2020 (3 years 7 months)- Established clear roles and responsibilities for each team member, allowing for better accountability and collaboration.
- Lead a group of 18 agents to help and guide them achieve project compliance and goals, ensure quality standards in the group.
- Develop the group of agents to guarantee the effectiveness of feedback to each other. - GAdministrative AssistanceGuiness Solutions SASJul 2015 - Feb 2017 (1 year 8 months)- Created an automated workflow process that reduced administrative tasks by 40%, allowing for faster completion of projects.
- Receive and distribution of merchandise, receipt of supplier invoices, supervision of point of sale administrators, Management of SAP program.
- Administrative Assistance, Lubricantes Las Camelias SAS, Barranquilla - Call Center Customer Service RepresentativeColaboro CTANov 2011 - Aug 2012 (10 months)• Developed customer service scripts to ensure consistent customer service across all customer service channels.
• Customer Service and Technical Support.
Education
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- EC1 Advance by Common European Framework of Reference (CEFR)EF Standard English Test (EF SET)May 2023
- Magister in Human Resources Management,CEUPEJan 2021 - Mar 2023 (2 years 3 months)
- International BusinessCorporación Universitaria AmericanaJan 2012 - Dec 2017 (6 years)
- AHigh School DiplomaAteneo Técnico ComercialFeb 2005 - Nov 2010 (5 years 10 months)