I am a bilingual Customer Success and Digital Marketing professional with more than 15 years of experience helping SaaS and tech companies improve onboarding, retention, and client adoption.
I have led cross-functional remote teams, managed enterprise accounts, and built structured support and training workflows that improve the customer experience from implementation through renewal.
My background combines customer success, digital operations, technical coordination, and marketing leadership, which allows me to connect client needs with business goals and product execution.
I have extensive experience working with CRM and automation platforms such as HubSpot and Odoo, and I regularly use AI tools to streamline documentation, support processes, and onboarding journeys.
I am highly self-managed, organized, and results-oriented, with a strong focus on reducing churn, improving time-to-value, and creating scalable systems for global clients.
I am open to opportunities where I can contribute in customer success, onboarding, retention, digital operations, or marketing leadership roles, especially in remote and international environments.
Lead a cross-functional remote team of 5 support and content specialists. Designed AI-driven onboarding and documentation workflows, reduced recurring customer inquiries by 40%, and improved resolution times. Developed customer training programs and automated email nurturing workflows, increasing platform engagement by 25%. Managed high-value client communications and maintained a 95% CSAT score.
Designed and implemented an automated user onboarding pipeline using Odoo and Mailchimp. Improved customer lifetime value by 25% and reduced churn by 15% through real-time engagement and adoption monitoring.
Managed key client relationships and led growth initiatives for global brands. Translated client objectives into structured campaigns and doubled average client ROI.
Served as primary point of contact for enterprise clients, overseeing deliverables, managing expectations, and supporting retention efforts.
Developed onboarding documentation for an enterprise SaaS communications platform and reduced customer service inquiries by 40%. Re-engineered CRM onboarding for Telefónica, enabling 80% of corporate clients to adopt and update the system within 7 days. Resolved technical support cases and collaborated with IT to expedite fixes.
Coordinated corporate client logistics, bidding processes, deliveries, and retention initiatives. Expanded the active client portfolio by 15% in the first 12 months.
Master’s Degree, Marketing Management & E-commerce
Bachelor’s Degree, Social Communication (Journalism)
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
Jinelyn Ligtas BPO Team Leader 
Daniel Amundson Chief Technology Officer 
Fanni Csincsák Lead Product Manager and Product Consultant 
Andrea Romano Creative Operations & Quality Lead 
Ana Carolina Tiveron Operations Manager | Trust & Safety, Customer Experience and Project Management 
Keri Williams Retail Operations Lead 
Olivera Popovic Head of Operations 
Kinna Yana Brand Strategist / Marketing Consultant / Creative Services Specialist 
