Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Eduardo Valencia

Eduardo Valencia

Las Vegas,NV

Summary

Passionate leader with a proven track record of leading teams, delivering results, and exceeding expectations. Creative and adept at utilizing exceptional design and planning strengths to accomplish complex projects.

Overview

10
10
years of professional experience
4
4
Certificate

Work History

Client Success Manager

Teesnap
06.2021 - Current
  • Responsible for the overall client experience and client retention.
  • Outperformed client retention forecast by 20%.
    Decreased client resolution times by 70%+ YOY.
  • Established and exceeded monthly customer satisfaction goals of 80% .
  • Increased monthly sales deals and average deal value by 25% in Q1 of 2023.
  • Created training resources, process SOP's, customer success KPI's, department goals and expectations.
  • Recruit, develop, supervise, and mentor client success team.
  • Initiate personnel actions such as performance evaluations, promotions, disciplinary measures, and terminations.
  • Trained staff to utilize negotiation, consultation and presentation skills to improve customer account health and sell ancillary services as appropriate.
  • Research, analyze, organize, and present information key to the further development and success of the client success department.

Senior Supervisor | Call Center

Zappos.com
02.2020 - 02.2022
  • Providing leadership, mentoring, training, developmental goals, and performance management to Customer Service leadership team.
  • Own supervising and coaching of over 45 team members to deliver hospitable and professional service.
  • Reviewing customer feedback to develop B2B and B2C program processes.
    Evaluated day-to-day and long-term operations performance for multiple lines of business and multiple contact channels: phones, chat, SMS, and email.
  • Developed employees within team and promoted into positions of leadership across organization.

Program Manager

Zappos.com
10.2017 - 02.2020
  • Handpicked by CEO Tony Hsieh, to assist in transforming company culture through; Holacracy, Market-Based Dynamics, self-organization systems, and empowering personal accountability within customer operations.
  • Collaborated with C-level leaders, department heads, legal, finance, IT, customer operations, and HR on performance management, organization & culture design, and project management.
  • Reduced cost per contact by 50%+ through market based dynamics initiatives.
  • Outlined "Work from Home" policies and procedures that allowed company to fully transition 1,500 employees to remote environment in less 2 weeks.
  • Managed multi-million dollar budget to allocate towards headcount, education, engagement, hardware, and software initiatives.

Associate Product Manager

Zappos.com
02.2016 - 10.2017
  • Generated product ideas based on product goals, user engagement, user feedback, and competitive analysis.
  • Conducted qualitative and quantitative market research with clients and end users.
  • Collaborated in UX wireframing with engineering team.
  • Executed M.V.P experiments to measure engagement of potential new functionalities.
  • Assisted in creating product backlog and properly prioritized features.

Call Center Operations Associate

Zappos.com
10.2015 - 02.2016
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
    Interpreted management directives to define and document administrative staff processes. Managed scheduling for agents to foster increased productivity.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
    Oversaw employee performance to foster accurate prioritization of work, development opportunities, and team activities.
  • Interpreted management directives to define and document administrative staff processes. Managed scheduling for agents to foster increased productivity.
    Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.

Social Media Coordinator

Trendstop Fashion & Lifestyle Trend Forecasting
02.2013 - 08.2013
  • Strategically planned, implemented and monitored social media content and campaigns using complex editorial calendar.
  • Developed marketing content such as blogs, promotional materials and advertisements for social media.
  • Engaged social media audience by collaborating with graphic designers to develop viral content.
  • Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.

Education

Bachelor of Science - Fashion Retail Management

The Art Institute of Las Vegas
Henderson, NV
03.2013

Skills

  • Verbal & Written Communication
  • Team Recruiting and Onboarding (Workday)
  • Operations management
  • Process Improvement
  • Financial Planning
  • Microsoft Office (Excel, Word, Powerpoint)
  • Client Retention Management (Hubspot, Zendesk, AWS)
  • Project Management Software (Asana, Monday)

Certification

  • Decentralized Finance (DeFi): The Future of Finance - 2022, Duke University via Coursera
  • Become a Product Manager | Learn the Skills and Get the Job Done - 2022, Udemy
  • Digital Marketing Foundations - 2022, Linkedin Learning
  • Social Media Marketing: Strategy and Optimization - 2022, Linkedin Learning

Timeline

Client Success Manager

Teesnap
06.2021 - Current

Senior Supervisor | Call Center

Zappos.com
02.2020 - 02.2022

Program Manager

Zappos.com
10.2017 - 02.2020

Associate Product Manager

Zappos.com
02.2016 - 10.2017

Call Center Operations Associate

Zappos.com
10.2015 - 02.2016

Social Media Coordinator

Trendstop Fashion & Lifestyle Trend Forecasting
02.2013 - 08.2013

Bachelor of Science - Fashion Retail Management

The Art Institute of Las Vegas

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Eduardo Valencia