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CESAR MARTINEZ
Houston
Work Preference
Summary
Customer Support Specialist adept at troubleshooting and resolving complex technical issues while ensuring high customer satisfaction. Leverages strong collaboration with product and engineering teams to enhance support processes and user experience. Bilingual in English and Spanish, dedicated to improving customer success through effective onboarding and support initiatives.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
REVIZTO
Houston
01.2025 - Current
- Serve as the first point of contact for users, providing technical support for Revizto's BIM collaboration platform across multiple industries.
- Deliver support via email, video, and calls, clearly explaining technical concepts to both technical and non-technical users.
- Diagnose and resolve complex technical issues by analyzing logs, replicating workflows, and identifying root causes.
- Collaborated with Development, QA, and Customer Success teams to troubleshoot escalated cases, ensuring timely resolution and improved user satisfaction.
- Support integrations with CAD and BIM tools such as Revit and Navisworks, assisting users with workflows and interoperability challenges.
- Created detailed JIRA tickets to document bugs, feature requests, and reproducible issues, facilitating efficient communication with the engineering team.
- Develop and maintain knowledge base articles, guides, and FAQs to improve self-service and reduce support volume.
- Identified recurring issues and recommended process improvements, contributing to enhanced customer experience and streamlined support operations.
Customer Success Specialist
LEDGER TECHNOLOGIES
Portland
01.2024 - 06.2024
- Championed customer-centric initiatives and coordinated with product, engineering, and support teams to triage, escalate, and resolve complex customer issues to minimize churn risks and drive optimal customer satisfaction.
- Identified customer needs and delivered tailored solutions, achieving a 95% customer satisfaction rate.
- Leveraged CRM and analytics tools to track customer health scores and develop playbooks for at-risk clients. Ensured proper client health scoring to address potential issues and identify growth opportunities.
- Managed customer onboarding timelines; developed content and enablement resources for customers to help accelerate product adoption.
- Analyzed metrics and customer feedback to evaluate onboarding success and uncover new customer initiatives and product opportunities.
- Collected voice of the customer insights to shape product roadmaps and improve service offerings.
- Documented use cases, best practices, and knowledge base articles to empower customer self-service and drive product adoption.
Customer Support Representative
PROCORE TECHNOLOGIES
Austin
04.2021 - 12.2023
- Attained a 95% customer satisfaction rating within 6 months; maintained a 98% average rating for 2022 and 2023.
- Managed English and Spanish web inquiries via Salesforce; provided guidance and troubleshooting.
- Prioritized the bilingual support queue and ensured timely responses to all inquiries.
- Acted as the voice of the customer; identified and communicated common customer concerns and pain points while recommending solutions to drive customer success.
- Managed customer requests proactively and consultatively, ensuring compliance with service level agreements (SLAs) to maintain high service standards.
- Assisted clients in various industries by providing tailored solutions.
- Led conversations to determine how to best align client goals with Procore products to realize maximum value.
- Collaborated with cross-functional teams to identify and implement process improvements and product enhancements, enhancing overall customer experience.
- Shared software best practices and insights to enhance client understanding of Procore's tools, optimizing production adoption and goal achievement.
- Provided training for new support representatives in both English and Spanish.
- Developed comprehensive training materials for new hires; improved onboarding time and knowledge transfer.
- Promoted to a Tier 3 Representative role in recognition of excellence across project tools and customer success.
Content Marketing Manager / Community Manager
PRODUCT SCHOOL
Madrid
01.2020 - 06.2020
- Partnered with the marketing team to devise content strategies that aligned with company objectives and target audience.
- Created website and social media content that strengthened digital brand presence.
- Executed social media campaigns that fostered online community growth and achieved a 25% increase in site visits and a 42% increase in user engagement.
- Implemented community engagement initiatives to elevate brand awareness and audience interaction.
- Discovered new content opportunities and strategies that increased brand visibility.
- Oversaw content management using JIRA, Confluence, Salesforce, and WordPress.
- Conducted research for factual statistics to enrich articles, and blogs.
- Managed global client inquiries and built relationships that enhanced customer success.
- Updated training materials. improved user accessibility and user experience (UX).
Administrative Assistant
BDO USA LLP
08.2018 - 01.2020
English as a Second Language Director
SHANGHAI PACICAN ACADEMY
02.2016 - 07.2018
Education
Master of Business Administration -
UNITED INTERNATIONAL BUSINESS SCHOOLS
Madrid, Spain12-2021
Bachelor of Arts - Integrated Communications
UNIVERSITY OF HOUSTON
Houston, TX12-2015
Skills
- Customer onboarding
- Customer service
- Issue resolution
- Problem resolution
- User training
- CRM expertise
- Technical troubleshooting
- Data analysis
- Team collaboration
Timeline
Customer Support Specialist
REVIZTO
01.2025 - Current
Customer Success Specialist
LEDGER TECHNOLOGIES
01.2024 - 06.2024
Customer Support Representative
PROCORE TECHNOLOGIES
04.2021 - 12.2023
Content Marketing Manager / Community Manager
PRODUCT SCHOOL
01.2020 - 06.2020
Administrative Assistant
BDO USA LLP
08.2018 - 01.2020
English as a Second Language Director
SHANGHAI PACICAN ACADEMY
02.2016 - 07.2018
Master of Business Administration -
UNITED INTERNATIONAL BUSINESS SCHOOLS
Bachelor of Arts - Integrated Communications
UNIVERSITY OF HOUSTON
Languages
- English
- Spanish
- Basic Mandarin