Ruben Herrera

Customer Success Analyst

Hearth

Oct 2025 - Current (11 months)

• Managed inbound client tickets and support requests via phone/email while documenting cases in Salesforce, ensuring timely responses and efficient resolution of financing, and platform use inquiries for homeowners and contractors. • Coordinated onboarding and operational support for customers adopting Hearth’s financing platform, guiding clients through implementation and ensuring smooth integration into their business workflows. • Tracked multiple customer cases and operational tasks simultaneously, maintaining accurate documentation and meeting resolution timelines while delivering a high-quality client experience. • Investigated and troubleshot product, application, and workflow issues, escalating complex cases to Product and Engineeri

Customer Support Specialist

Shippo

Jul 2024 - Aug 2025 (1 year 2 months)

• Provided multi-channel support (Email, Live Chat, Phone) using Zendesk and Slack, assisting customers with product functionality, account setup, billing, and shipping best practices. • Researched, diagnosed, and resolved complex technical issues, including API troubleshooting and carrier-related errors; filed and tracked bugs with cross-functional teams. • Collaborated with remote teams across multiple time zones and departments (Sales, Product, Engineering, Finance) to ensure a seamless customer experience and uphold product quality. • Created and maintained support documentation including help center articles, internal FAQs, macros, and training guides to improve customer self-service and team efficiency.

Premium Customer Support Specialist

DEEL

Oct 2022 - Jul 2024 (1 year 10 months)

• Acted as the primary point of contact for C-Level executives, B2B admins, independent contractors, and business owners, with a strong focus on resolving financial inquiries related to payments, invoicing, payroll, and compliance. • Provided expert support on Deel’s financial tools and features, including global payment systems, contractor payouts, and API dashboard integrations. • Took full ownership of escalated issues, ensuring accurate and timely resolutions through cross-functional collaboration with finance, product, and engineering teams. • Delivered support via phone, email, and chat, consistently maintaining a high level of professionalism and attention to sensitive financial matters. • Supported the onboarding process by training

Customer Success Executive

Principal Financial Group

Aug 2020 - Sep 2022 (2 years 2 months)

• Led a team of 8 customer service representatives, driving performance through clear leadership, training, and guidance to consistently meet or exceed monthly KPIs and business targets. • Oversaw customer interactions across multiple support channels (online and phone), ensuring adherence to HIPAA compliance standards and maintaining service quality. • Utilized Salesforce CRM to manage case flow, track metrics, and monitor team performance against operational goals. • Continuously evaluated support processes, implemented improvements, and measured outcomes to enhance team efficiency and customer satisfaction. • Provided technical and procedural guidance on complex claim investigations, reserving strategies, and resolution protocols to supp

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Inside Sales Account Manager

CED

May 2016 - Aug 2020 (4 years 4 months)

• Oversaw logistics operations, managing drivers and coordinating with the purchasing team to ensure on-time product delivery and operational efficiency. • Led forecasting, planning, and resource allocation to support account strategy and streamline supply chain operations. • Applied project management principles to develop and execute strategic plans aimed at maximizing company revenue and improving delivery performance. • Utilized time management and productivity tools to coordinate tasks, track progress, and meet tight deadlines across cross-functional teams. • Built and maintained strong client relationships, negotiated contracts, and handled business terms to support long-term growth and customer retention.

Regional Manager

Pizza Patron

Feb 2013 - Apr 2016 (3 years 3 months)

• Oversaw the operations of 4 restaurant locations in the Dallas–Fort Worth area, managing a team of 48 employees including restaurant managers and staff. • Designed and implemented high-volume sales strategies tailored to individual locations to drive revenue growth. • Developed and managed budgets, assigning and monitoring food and labor costs to ensure profitability and cost control. • Enforced corporate standards, led training initiatives, and rolled out company-wide promotions to maintain consistency and operational excellence across all locations.

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Sales Manager

Hilton Garden Inn Querétaro

Dec 2008 - Dec 2012 (4 years 1 month)

• Recruited, onboarded, and led a high-performing sales team of 9, driving strategic initiatives to meet and exceed revenue goals across multiple hotel properties. • Set, monitored, and adjusted sales targets based on market conditions and performance metrics, ensuring alignment with corporate revenue strategies and occupancy objectives. • Provided accurate, data-driven sales forecasts to senior leadership, supporting long-term planning and decision-making. • Assessed and refined team procedures to improve efficiency, increase conversion rates, and deliver a consistent guest experience. • Built and nurtured key B2B and group business relationships, contributing to sustained growth through proactive account management and tailored sales prop

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