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Guillermo
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Competencias
Demonstrated experience with Customer Success Management.
Demonstrated experience with Churn Reduction.
Demonstrated experience with Client Onboarding & Retention.
Demonstrated experience with Strategic Account Management.
Demonstrated experience with Team Leadership & Coaching.
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Professional profile
Experiencia
Customer Success Manager
Built, structured, and scaled a high-performing, independent Customer Success team from scratch, defining clear escalation paths, operational frameworks, and team guidelines to ensure full daily autonomy.. Implemented bi-weekly Quality Assurance (QA) auditing processes to evaluate agent procedures, guarantee strict service standards, and drive continuous team performance.. Architected and centralized the company's customer support ecosystem, building structured Knowledge Bases, standard operating procedures (SOPs), and optimized auto-response frameworks.. Acted as functional owner for AI-assisted support tools, actively diagnosing knowledge gaps, curating training content, and optimizing prompt logic against real-world user scenarios to maximize resolution speed.. Consistently met and exceeded key customer retention and satisfaction KPIs through proactive client engagement cycles, strategic problem-solving, and systematic root-cause resolution.
Customer Success Agent
Managed end-to-end client onboarding processes, establishing structured initial engagement pathways to ensure seamless product adoption and a high customer retention rate.. Delivered direct technical and operational support to high-priority users, efficiently resolving complex inquiries and troubleshooting product issues.. Co-created the initial knowledge base infrastructure and automated response workflows that served as the blueprint for company-wide scaling upon promotion to CSM.
BPO Operations Supervisor
Led, coached, and managed a cross-functional team of 16 BPO agents across multiple client accounts, owning the full performance cycle to consistently hit rigorous SLA targets.. Designed and executed targeted operational improvement plans to tighten performance metrics, resulting in direct career progression and internal promotions for 3 team members.. Collaborated directly with support departments (QA, HR, and Training) to streamline account transitions, absorb high-volume support surges, and uphold strict client compliance standards.. Managed daily and weekly operational performance metrics, providing executive-level updates to stakeholders and implementing corrective action plans for continuous service delivery.
General Manager / Front Desk Lead
Oversaw end-to-end daily business operations, front desk administrative functions, client management, and local sales execution for the assigned center.. Directed a multidisciplinary team of fitness coaches and support staff, defining operational management strategies, scheduling, and staff payment processing.. Maintained control of daily and monthly financial reporting, implementing cost-efficiency and sales strategies that maximized revenue profitability and customer retention.