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Sebastián Cifuentes
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Résumé
Jobs
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Customer Engagement SpecialistArticulateFeb 2025 - Jan 2026 (1 year)• Managed inbound requests from Mid-Market customers, converting expansion inquiries into upsell and cross-sell revenue.
• Prepared renewal quotes and subscription proposals, following up proactively until deal closure.
• Acted as the bridge between customers and internal teams (Sales, Product, Support) to resolve issues and identify growth opportunities.
• Tracked account health metrics and engagement signals using Salesforce to anticipate churn and drive timely retention actions.
• Designed and executed targeted email campaigns to re-engage at-risk accounts and promote product adoption.
• Leveraged Candidate Relationship Management (CRM) principles to cross-reference CRM data against platform usage reports, identi- Customer Support & Client Service ConsultantTalanaJul 2021 - Jan 2025 (3 years 7 months)• Managed multi-channel customer interactions (email, phone, chat), ensuring fast response times and
high satisfaction scores.
• Supported end-to-end onboarding and platform activation, guiding customers from setup to confident
product usage.
• Developed email communication campaigns tied to product updates and feature adoption.
• Implemented proactive retention strategies, identifying at-risk accounts and executing targeted
outreach to reduce churn.
• Monitored NPS and SLA metrics, proposing initiatives to improve both platform experience and service
quality. - GCustomer Experience AnalystGlobal 66Dec 2020 - Feb 2021 (3 months)• Managed high-volume inbound customer operations in a digital payments environment, handling critical
and time-sensitive cases.
• Strengthened quality assurance and internal control processes to improve resolution times and service
consistency.
• Optimized communication workflows to reduce friction across customer touchpoints. - KCustomer Engagement SpecialistKanguboxApr 2020 - Nov 2020 (8 months)• Managed the full customer lifecycle, from first contact to retention, monitoring quality metrics throughout.
• Identified new business opportunities and drove loyalty through data-informed, actionable insights.
• Supported email outreach campaigns to nurture relationships and promote platform engagement.
• Optimized logistics processes in eCommerce environments, acting as the link between client needs and operational teams.
• Leveraged Candidate Relationship Management (CRM) principles, specifically by reviewing dispatch records and courier tracking data to identify and resolve client issues. This involved thorough analysis of shipment histories and cross-referencing tracking numbers with courier logs to pinpoint logis - Onboarding ManagerShipitFeb 2019 - Nov 2020 (1 year 10 months)• Led customer onboarding and continuous enablement, ensuring full platform activation and usage confidence.
• Prepared commercial quotes and renewal proposals as part of a structured customer lifecycle management process.
• Drove retention through segmentation strategies, detecting churn signals early and executing re-engagement actions.
• Managed the end-to-end Customer Success experience, coordinating with internal areas to resolve escalations and close cases.
• Worked with Salesforce for CRM pipeline visibility and used Power BI and HubSpot to support operational reporting and customer engagement tracking.
• Implemented a multi-layered approach to project and client management, utilizing shared trackers (includi
Education
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- Diploma in Marketing and SalesUniversidad Adolfo IbáñezJan 2016
- Teacher of PhilosophyUniversidad de ConcepciónJan 2008