Oscar Enrique Matute

Customer Onboarding Partner Manager

Coupa Software

Jan 2023 - Jun 2024 (1 year 6 months)

-Successfully Led the onboarding process for NALA, EMEA, and APAC customers, standardizing procedures and implementing best practices to enhance user experience and retention. Achieved the onboarding of over 300 accounts along with their training enrollment courses in FY 2024, surpassing targets. -Developed a performance measurement framework and peer-to-peer audit system for Customer ---Onboarding Partners (COPs), reducing the average onboarding time to 77 days and enhancing customer satisfaction. -Owned the creation and iteration of documentation to support program growth, maintaining an average of 27 cases closed per month and demonstrating consistent efficiency and problem-solving capabilities. -Supported, Coached and Mentored COPs thro

Customer Onboarding Partner

Coupa Software

Mar 2022 - Dec 2022 (10 months)

-Oversee and ensure the success of the Onboarding process and make it a consistent and standardized customer experience in terms of quality for NALA Customers for CORP, MM, and ENT accounts. -Optimize and incentivize adoption by getting access in Milestones to key resources (documentation and training) before implementing their Coupa products. -Continuous audit and betterment of the process through cross-team communication at Coupa, detecting early roadblocks and quickly escalating and solving issues.

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Onboarding Specialist- Project Manager

Aivo Engageware

Apr 2021 - Mar 2022 (1 year)

• Managed AI-based virtual assistants' implementation and onboarding of average 6 Go-Live Chat Bots per month. • Ensured SLAs and delivery of all stages of the process, as well as testing of the Minimum Viable Product (MPV). • Enhanced content, strategy and API integrations (Zendesk, REST) for Customer Success.

Corporate Concierge

Identidad Telecom

Apr 2018 - Feb 2019 (11 months)

• Prospecting, Sales and customer service to 70 B2B and B2C clients for the implementation of its Yellow Push platform; programming and sending of massive SMS campaigns for clients such as Farmatodo, Coopidrogas, Cencosud, among others. • Design and presentation of effective omnichannel communication solutions based on technological developments that integrate voice, SMS, and chatbots in order to boost sales, optimize communication processes, and increase customer experience towards their brands. •Represented the company in national and international fairs, gathered leads, created databases with potential clients, and turned them into actual customers. • Developed, along with the team, marketing strategies towards the creation of strategic

Director, Project Manager and Coach

Mindful-Linking

Jan 2018 - Apr 2021 (3 years 4 months)

• Led Learning and Development projects for healthier and safer adoption of dating apps/web services. • Conducted agile market research to map journey experience for a safer adoption of dating apps. • Designed and delivered personalized 1:1 learning paths that created socio-emotional skills using dating apps. • Curated content for conferences, articles, and talks.

Google Cloud Consultant

Sutherland

Jan 2017 - Feb 2018 (1 year 2 months)

Consultant (in association with Google General Solutions Campaign) Specialized service to enterprise clients for the implementation and technical support in the cloud of their G Suite product (Gmail, Drive, Collab, etc), and the management of additional Google Services, increasing productivity, and better management of the information of said companies, complying with Google's required goals: 240 closed monthly cases and satisfaction level above 95%

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Project Manager/Public Health Campaigner

Alcaldia de Chacao, Instituto Autónomo de Mercados del Municipio Chacao

Mar 2013 - Jul 2014 (1 year 5 months)

A Public Health campaign was proposed and designed based on a social marketing framing, to promote correct handwashing techniques for food vendors of Mercado Municipal de Chacao, in order to improve safety in sanitary and hygiene practices inside of that institution. It was presented under an internship/thesis modality as a requirement to obtain a bachelor’s degree in Mass Communications In the same way, a market research was done regarding to their practices, values, attitudes according to the matters under investigation, to afterwards develop an effective communication strategy. This effort looked for creating skills on food handlers about ‘when’ and ‘how’ to properly execute hand washing techniques, and eventually through this way, turn

Oscar Enrique Matute

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Oscar Enrique Matute