I am a Customer Experience and Customer Success specialist with extensive experience supporting B2B and B2C customers through phone, chat, email, WhatsApp, and social media. I focus on delivering clear, empathetic, and results-oriented service throughout the customer journey.
I have experience resolving incidents, managing escalations, onboarding clients, retaining users, and maintaining customer relationships through personalized follow-up. I am comfortable handling high-volume customer interactions while maintaining quality and satisfaction standards.
I have worked with CRM platforms including HubSpot, Nextor, Respond, Bitrix, and Zendesk. I use customer feedback and operational metrics such as CSAT, NPS, conversion, and churn indicators to identify opportunities for improvement.
My background also includes coordinating teams and field projects, recruiting participants for market research, managing project quotas, and optimizing validation processes through digital tools. I have coordinated national and international projects while ensuring positive experiences for clients and participants.
I bring experience in business development, digital advertising campaign follow-up, quality auditing, retail management, logistics, and administrative coordination. I enjoy collaborating with internal teams to improve processes and use digital tools and AI to increase service efficiency.
I am motivated by building strong customer relationships, improving customer experiences, and contributing to business outcomes through continuous improvement, effective communication, and proactive problem-solving.
Coordinate a team of 22 recruiters and execute up to eight market research projects per month at national and international levels.
Provide personalized support to clients and participants throughout project lifecycles, resolve incidents, recruit 60 to 140 participants per project, and achieve full quota and segmentation compliance. Optimize recruitment and validation processes using Typeform and Bitrix.
Provided multichannel support to more than 100 customers per day through chat, email, WhatsApp, calls, and social media, including management of critical comments and customer follow-up.
Improved conversion by 78% and recovered up to 95% of inactive users through strategic follow-up and personalized support. Managed Nextor, Respond, and HubSpot CRM platforms, supported their implementation, maintained 90% CSAT, and collaborated through Google Workspace to improve processes.
Acquired and onboarded new small and medium-sized business customers through consultative support and personalized follow-up.
Guided leads in identifying store needs and selecting Facebook Ads solutions aligned with business objectives. Sold and followed up on Google Ads, Facebook, and Instagram campaigns through WhatsApp, Google Meet, email, and calls.
Delivered B2C customer service through a ticketing system, providing first-level support, incident resolution, and escalation of complex cases.
Performed account verification and maintained compliance with operational KPIs and NPS requirements.
Audited and evaluated operational activities with a focus on service quality improvement and customer satisfaction.
Participated in projects supporting Coppel, Banco Azteca, AT&T, and Liverpool.
Supervised staff, evaluated goods, and executed sales strategies to support store operations.
Managed day-to-day retail activities and team performance.
Coordinated logistics and deliveries while supporting billing and administrative control activities.
Used SAP to manage operational processes and distribution-related information.
Coordinated administrative activities, provided customer service, and managed customer orders.
Supported commercial relationships through order follow-up and client communication.
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