Natalia Gomez

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Customer Success Manager

PeopleForce (Saas Platform)

Jan 2024 - Jul 2024 (7 months)

✔️Onboarded New Customers: Ensured new customers understood and could fully leverage the B2B SaaS HRM platform, facilitating a smooth onboarding process. ✔️ Resolved Customer Issues: Efficiently managed customer support, addressing and resolving issues to maintain high levels of customer satisfaction. ✔️ Developed Key Processes: Created and implemented several key processes that significantly enhanced the user experience for LATAM customers, resulting in smoother workflows and increased satisfaction. ✔️ Built Strong Customer Relationships: Demonstrated exceptional empathy and understanding, building strong relationships with customers and contributing to their positive experiences with PeopleForce HRM. ✔️ Enhanced User Experience: Innovativ

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Client Success Manager

PeopleForce (Saas Platform)

Jan 2024 - Jul 2024 (7 months)

👉 Eliminate waste in every process and advocate for continuos improvement for value creation, benefiting both the company and its

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Customer Success Manager

Best R.O.I (Digital Marketing Company)

Jun 2023 - Nov 2023 (6 months)

✔️ Collaborated with Clients' Front Offices: Partnered with clients' front offices to ensure daily system updates for accurate and timely data analysis. ✔️ Developed Performance Action Plans: Created targeted action plans to address the performance of each subaccount, with a specific focus on improving lead generation quality. ✔️ Enhanced Customer Experience: Improved the overall customer experience by refining processes and ensuring seamless interactions throughout the entire customer journey. ✔️ Increased Revenue: Leveraged accurate and updated data to allow marketing team enhance targeting precision and the effectiveness of marketing campaigns, resulting in significant revenue growth for most offices. ✔️ Documented Client Success Manager

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Client Success Manager

Best R.O.I (Digital Marketing Company)

Jun 2023 - Nov 2023 (6 months)

👉 Implemented pertinent KPIs: Numbers of leads, Appointment Rate, Booking Rate, Show Rate and Signon Rate.

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Customer Support Team Leader- Close the Loop Team Leader

Telefonica Móviles SA

Sep 2014 - Oct 2022 (8 years 2 months)

✔️ Achieved significant improvements in key performance indicators (KPIs), including a 373% increase in Net Promoter Score (NPS) and a 15 percentage point decrease in churn rate. ✔️ Actively participated in customer surveys to gather valuable feedback, providing prompt and effective solutions to customer issues, and identified pain points in the customer journey to implement targeted improvements. ✔️ Coached and mentored team members on a daily basis, providing guidance and support to help them improve their performance and achieve their goals.

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Floor Manager

Telefonica Móviles SA

Aug 2010 - Aug 2014 (4 years 1 month)

✔️ Monitored and Tracked Key Performance Indicators (KPIs):Kept a close eye on efficiency and service metrics to ensure the store meets its performance goals. ✔️ Developed and Implemented Improvement Actions: Created and executed strategies to enhance customer service, focusing on metrics such as service level. ✔️ Conducted Demand Forecasting: Analyzed customer demand and adjusted staffing and resources to ensure optimal customer attention and service in-store. ✔️ Maintained High Standards: Ensured that the store adhered to company standards for cleanliness, product displays, and overall customer experience.

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Operational Software Buyer

EDS a Hewlett Packard Company

Mar 2006 - Jun 2008 (2 years 4 months)

✔️ Strategically procured software for the company's headquarters in Brazil, ensuring the acquisition of efficient and cost-effective technological solutions. ✔️ Maintained clear communication with internal stakeholders, including IT teams and company executives, to understand and fulfill their specific needs and requirements.

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Call Center Representative

MCI Telecommunications Corporation

Jan 2006 - Jan 2008 (2 years 1 month)

✔️ Resolved customer inquiries and issues efficiently, providing accurate information and solutions to ensure high levels of customer satisfaction. ✔️ Logged and tracked customer interactions using CRM software, ensuring detailed records for follow-up and analysis. ✔️ Collaborated with team members to identify and implement process improvements, enhancing overall service quality and operational efficiency.

Natalia Gomez

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