I am a trilingual Client Success and Operations professional with more than 15 years of experience managing client relationships, service portfolios, escalations, and complex support environments.
I build trusted relationships with clients, partners, and stakeholders by serving as a reliable primary point of contact for operational, technical, and account-related needs. I focus on timely issue resolution, clear communication, and sustainable outcomes.
I have led hybrid teams, coached client-facing representatives, and supported hiring, onboarding, training, and professional development. I use one-on-one coaching and performance monitoring to help teams deliver consistent, high-quality service.
My experience includes KPI monitoring, account health reporting, retention tracking, business reviews, and cross-functional coordination with technical, operations, workforce management, and business teams. I translate stakeholder needs into practical processes and service improvements.
I also bring technical support and cloud architecture experience, including Google Cloud certifications and technical advisory work. I am comfortable resolving multi-stakeholder escalations, documenting solutions, and enabling partners through training sessions.
I communicate professionally in Spanish, English, Portuguese, and French, and I am committed to customer success, operational excellence, and continuous improvement.
I serve as a primary point of contact for partners and stakeholders, resolving complex technical and account-related issues to keep projects and relationships on track.
I monitor cloud resource performance and cost-efficiency KPIs through dashboards and reporting tools. I collaborate with developers, architects, and business teams, provide technical advisory support, and deliver enablement sessions and documentation for partners.
I acted as the escalation point for high-level client needs, questions, and complaints while maintaining strong client relationships. I monitored service targets, retention, and account-health metrics and presented results in regular stakeholder business reviews.
I coached and mentored a hybrid team through one-on-one sessions, managed hiring and training, and supported employee development. I also coordinated with workforce management and other departments to align staffing, processes, and service-level requirements, including launching onboarding for a new compliance-focused team.
I provided technical and customer support through phone, chat, and email, adapting my communication style to client needs and maintaining positive relationships.
I resolved support issues and escalations, documented interactions and outcomes for follow-up and reporting, and followed established procedures to ensure consistent service quality and account retention.
I managed a high volume of client interactions and maintained a customer satisfaction score above 87% month over month through clear communication, troubleshooting, and follow-up.
I resolved complex escalated technical issues, guided clients through troubleshooting procedures, and coordinated hardware repair and replacement logistics. I also improved support documentation and processes to increase service consistency and quality.
Legal Sciences (Graduated), Legal Sciences
Graduated in Legal Sciences.
High School Diploma
High School Diploma.
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