Rodrigo Solis Casares Customer success specialist

Jobs 0% verified

Customer Success & Account Management Specialist

Freelance Latin America

May 2024 - Current (2 years 6 months)

Increased B2B client renewals by 20% through strategic retention plans. Reduced time-to-value by 30% with onboarding funnels in HubSpot. Managed key accounts and upsell pipelines, boosting revenue. Developed client engagement campaigns via email and WordPress. Automated workflows using Monday.com, cutting manual tasks by 40%.
Customer experience Coordinator

Blueground

Mar 2022 - May 2024 (2 years 3 months)

Coached and led a 19-member team across two cities, improving CSAT by 15%. Reduced onboarding complaints by 25% through customer journey redesign. Managed high-value B2B accounts, resolving escalations and ensuring retention. Identified and resolved pain points for at-risk clients, strengthening loyalty. Partnered with cross-functional teams (ops, sales, CX) to streamline workflows and deliver a unified customer experience. Additionally, leveraged knowledge of the home services industry, particularly through experiences with clients like Blueground and high-profile customers such as the CFO of Sushi from Japan, to enhance service delivery and client satisfaction.
Tech Support Specialist, Supervisor & QA Analyst

TTEC

Mar 2019 - Mar 2022 (3 years 1 month)

Supervised a 10-agent support team, increasing First Call Resolution (FCR) by 10%. Built and implemented a Quality Assurance program from scratch.
Trained agents on new product features and protocols, boosting performance.
Managed multi-channel support (email, chat, phone) while hitting SLA targets.
Led internal QA workshops to align tone, messaging, and resolution standards across support channels.

Education 0% verified

Rodrigo Solis Casares

About

Detail

Timeline

Résumé

Rodrigo Solis Casares

About

Detail

Behavioral traits