Luis Herrera Customer Support Analyst | Customer Success, Account Management,

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Customer Support Analyst

Capchase.com

Feb 2024 - Current (2 years 9 months)

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Customer Support Analyst

Capchase.com

Feb 2024 - May 2024 (4 months)

Developed and maintained customer service support systems to streamline customer interactions and increase customer satisfaction

Customer Success Manager

GoodTime.io

Sep 2023 - Feb 2024 (6 months)

Customer Success Manager

GoodTime.io

Sep 2023 - Feb 2024 (6 months)

contract) at Goodtime.io
Ensured customer success by proactively monitoring customer usage and providing timely support.

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Customer Support Manager

Clerk Chat

Oct 2022 - Sep 2023 (1 year)

Crafting extraordinary customer experiences at Clerk Chat.
Implementing customer support processes to enhance customer satisfaction.

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Customer Support Manager

Clerk Chat

Aug 2022 - Sep 2023 (1 year 2 months)

Developed and maintained customer service support systems to streamline customer interactions and increase customer satisfaction.

Customer Experience Manager

Firstbase

Dec 2021 - Sep 2022 (10 months)

Supervising and managing day-to-day operations in the Customer Experience department.
Ensuring and providing the highest standards of Customer Service.
Developing effective customer service procedures, policies, and standards.

Customer Experience Manager

Firstbase.io

Dec 2021 - Aug 2022 (9 months)

Evaluated staff performance, and manage day-to-day operations in the CX department.

Account Manager - NA & LATAM

Firstbase.io

Mar 2020 - Dec 2021 (1 year 10 months)

Developed and managed a team of account managers to ensure adherence to SLAs and customer service goals.

Account Manager - North America & LATAM

Firstbase

Mar 2020 - Dec 2021 (1 year 10 months)

Continually assessing the sales processes to identify improvements and efficiencies
Enhancing existing revenue streams and developing new ones.

Customer Support Manager

Firstbase.io

Sep 2019 - Mar 2020 (7 months)

Maintained customer relationships and networking and implemented success, support and onboarding programs.

Customer Support Manager

Firstbase

Sep 2019 - Mar 2020 (7 months)

Ensuring and providing the highest standards of Customer Service.
Maintaining ongoing customer relationships and networking, implementing success programs, onboarding and training clients.

Account Manager

Tripaneer

Mar 2018 - Mar 2019 (1 year 1 month)

Account Manager for Latin America - Central & South

Tripaneer

Mar 2018 - Mar 2019 (1 year 1 month)

Frontline communication with partners about their accounts and the services/features provided to increase their conversion rate. Maintaining partners’ accounts, running periodic checks and suggesting improvements to add more availability in order to meet the demands and interests of customers on Tripaneer’s websites.

Customer Service Agent

Appen

Jan 2017 - Mar 2018 (1 year 3 months)

Resolved customer complaints, and managed database records, interacted with customers and handled customer queries and complaints in a timely manner.

CS Agent

Appen

Jan 2017 - Mar 2018 (1 year 3 months)

Interacting with customers and handling customer queries and complaints in a timely manner.
Resolving customer complaints, managing database records.

Language Instruction Supervisor

Berlitz México

Jan 2015 - Dec 2017 (3 years)

Recruitment and selection.
Training development and implementation.
Attention and administration of personnel.
Development of academic programs

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Dirección General / Miembro fundador

Política con Perspectiva AC

Jan 2012 - Dec 2015 (4 years)

Estructuración y mantenimiento de Proyectos.
Relaciones públicas, orador y ponente.
Desarrollo de talleres para capacitación laboral.
Reclutamiento y selección de personal.
Mantenimiento y edición de publicaciones varias.

Luis Herrera

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Résumé

Luis Herrera

About

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Behavioral traits