M
Mariana Lozano
About
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Leon, Guanajuato, Mexico
Résumé
Jobs
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- SCustomer Success & Operations LeadSojo CoveringsNov 2023 - Current (3 years 1 month)• Service Management & Customer Success: Led the end-to-end customer service and post-sales cycle for high-value B2B/B2C client portfolios, maintaining a retention rate above 90% through tailored strategic solutions.
• Client Retention & Churn Prevention: Managed and resolved critical incidents for corporate accounts, achieving a 20% reduction in operational response times and securing key contract renewals.
• Process Optimization & Internal Collaboration: Coordinated with internal teams (sales, finance, and logistics) to standardize post-sales workflows, ensuring alignment with service level agreements (SLAs). 
Operations & Client Success CoordinatorArcher TravelFeb 2021 - Mar 2023 (2 years 2 months)• Global Vendor Management: Negotiated and coordinated with international partners to ensure premium quality standards and resolve service delivery discrepancies.
• Global Management & Quality Control: Designed contingency protocols and customized experiences, ensuring consistent and high customer satisfaction.- ELogistics & Operations SpecialistExtrema DisplaysOct 2018 - May 2021 (2 years 8 months)• B2B Account Management: Implemented verification protocols that reduced project delivery errors and improved client satisfaction metrics.
• CRM & KPI Management: Manage CRM platform databases, analyzed metrics using Excel, and generated commercial performance reports for senior management.
• Inventory Control & Analysis: Monitored and controlled operational performance indicators, identifying areas of improvement within the supply chain to prevent losses or delivery delays.
Education
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- CMaster’s Degree in Digital Marketing & Web DesignCEI Centro de Estudios Innovación, Diseño y MarketingJan 2023
- Bachelor’s Degree in Product DesignUniversidad Iberoamericana LeónJan 2014 - Jan 2018 (4 years 1 month)