Alexander Quintana
Miami,FL
Summary
Results-driven leader with over 15 years of experience in customer service, instructional design, and operations. Skilled in leading training initiatives, optimizing processes, and improving customer satisfaction to support business growth.
Overview
11
11
years of professional experience
Work History
CS Quality Assurance and Learning & Development
Flex
Miami, FL
06.2025 - Current
- Monitor and evaluate customer interactions to ensure compliance with service standards and provide feedback to representatives.
- Collaborate with the Learning and Development team to design and deliver training programs for customer service staff.
- Analyze customer feedback and quality metrics to identify improvement areas and enhance the overall customer experience.
- Strong communication skills and experience in customer service and training are essential for success in this role.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
Instructional Design Specialist
Wix
Miami, FL
12.2020 - 06.2025
- Lead the design and implementation of scalable learning programs for Partner Success Managers and agency users.
- Develop e-learning content using Articulate 360, Camtasia, and other tools to train internal teams and partners.
- Evaluate training effectiveness through surveys, analytics, and performance metrics to improve learning outcomes.
- Mentor junior instructional designers and collaborate cross-functionally with
Customer Success Manager
Wix
03.2020 - 12.2020
- Piloted Wix’s Customer Success Management program with 100+ top-performing accounts.
- Advised clients on business strategies using Wix’s suite of products and services.
- Built long-term relationships with key accounts and demonstrated value through upselling and retention strategies.
- Promoted to Learning & Development based on program success and leadership contributions.
Senior Customer Care Specialist
Wix.com
Miami, FL
02.2017 - 03.2020
- Provided technical support, website troubleshooting, and app assistance to Wix users.
- De-escalated high-emotion customer issues through phone and chat communications.
- Contributed to the pilot Success Management team supporting top accounts with personalized
Xbox Market Manager
Mosaic North America
04.2015 - 02.2017
- Analyzed customer purchasing behaviors to inform local marketing strategies.
- Trained retail staff across 90+ stores on product positioning and sales tactics.
- Conducted audits and gathered competitive insights to optimize Xbox in-store performance.
- Attended and chaired [x] board meetings and [x] executive committee meetings, leading to the adoption of an action plan by the board
Education
Bachelor of Science - Marketing
Keller Graduate School of Management of DeVry University
Miramar12-2019
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Critical thinking
- Organization and time management
Languages
English
Spanish
Timeline
CS Quality Assurance and Learning & Development
Flex
06.2025 - Current
Instructional Design Specialist
Wix
12.2020 - 06.2025
Customer Success Manager
Wix
03.2020 - 12.2020
Senior Customer Care Specialist
Wix.com
02.2017 - 03.2020
Xbox Market Manager
Mosaic North America
04.2015 - 02.2017
Bachelor of Science - Marketing
Keller Graduate School of Management of DeVry University