![Cristian Otálora](https://jobicy.com/react/themes/app/images/avatar.jpg) Cristian Otálora # Customer Success Specialist Open to offers · Member since 25 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationColombiaDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a trilingual Customer Success professional with more than 2 years of experience supporting global customers in fintech and SaaS environments. I have worked across English, Spanish, and Portuguese markets, helping customers resolve complex payment, authentication, and account management issues with a consultative and empathetic approach. I am experienced in managing high volumes of cases, maintaining end-to-end ownership, and using Salesforce CRM to document, coordinate, and track customer interactions. I have also taken on leadership responsibilities, including coaching multilingual teams and serving as a Relief Trainer for new Customer Experts. In parallel with my customer success background, I founded and operate a customer-focused business, where I manage operations, team performance, budgeting, inventory, and commercial strategy. I value customer advocacy, operational excellence, and cross-functional collaboration, and I enjoy combining business thinking with hands-on support to drive retention, satisfaction, and growth. ## Skills 17 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Account Recovery](https://jobicy.com/talent/account-recovery.md)[Branding](https://jobicy.com/talent/branding.md)[Budgeting](https://jobicy.com/talent/budgeting.md)[Business Operations](https://jobicy.com/talent/business-operations.md)[Consultative Selling](https://jobicy.com/talent/consultative-selling.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Fintech](https://jobicy.com/talent/fintech.md)[Identity Verification](https://jobicy.com/talent/identity-verification.md)[Inventory Management](https://jobicy.com/talent/inventory-management.md)[Marketing](https://jobicy.com/talent/marketing.md)[Relationship Management](https://jobicy.com/talent/relationship-management.md)[SaaS](https://jobicy.com/talent/saas.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md) ## Tech stack & tools Working toolkit ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/confluence/confluence-original.svg) Confluence](https://jobicy.com/talent?tool=confluence.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ### Design [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/canva/canva-original.svg) Canva](https://jobicy.com/talent?tool=canva.md) ## Experience Career history ### Customer Success Specialist · Stripe via Teleperformance Colombia Mar 2023 – May 2025Supported global merchants and end customers through phone, chat, and email across English, Portuguese, and Spanish markets. Managed 75-100 customer cases weekly with end-to-end ownership. Resolved complex payment, authentication, and account management issues. Used Salesforce CRM to document cases and coordinate follow-ups. Collaborated with specialized teams on technical and operational cases. Performed identity verification for sensitive account recovery and security requests. Exceeded customer satisfaction and operational KPIs and earned monthly performance bonuses. Selected as Relief Trainer to onboard and coach 30+ multilingual Customer Experts. ### Founder | Business Operations & Customer Experience · Caipi Company Oct 2024 – PresentFounded and operated a customer-focused startup, leading business strategy, operations, and customer experience. Managed an 8-member team, including scheduling and performance. Directed budgeting, inventory, supplier negotiations, and commercial operations. Implemented branding, marketing, and customer loyalty initiatives. Generated approximately COP 60-70M in revenue during the first seven months. Currently leading the company's strategic relaunch focused on sustainable growth. ### Audiovisual Producer · International Labour Organization (ILO) Dec 2022 – Jan 2023Produced audiovisual content for the international campaign #LosDerechosTambienMigran. Coordinated production activities with multidisciplinary teams and stakeholders. Delivered communication assets aligned with project objectives and deadlines. ## Education Learning history ### National University of Colombia Dates not specifiedSpecialization, Design Pedagogy ### University of Buenos Aires Dates not specifiedBachelor's Degree, Image and Sound Design ### SENA Dates not specifiedTechnologist, Telecommunications This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.