Summary
Overview
Work History
Education
Certification
Timeline
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Chance Villegas

Senior Customer Success Manager
Willis,VA

Summary

I recently became a Virginia resident and prior to that traveling the country in my RV working remotely. I found many beautiful places out there found our place to call home last year.

I have a wife and 3 year old boy. We live a simple life while also doing everything we can to keep our crazy on.

Overview

11
11
years of professional experience
3
3
Certifications

Work History

Senior Customer Success Manager

NLX Inc.
New York, NY
03.2022 - 02.2023
  • Responsible for building Conversational AI bots for clients using our platform. Focused on increasing revenue for the company while increasing ROI for the clients.
  • Created customer support strategies to increase customer retention and additional revenue. Conducted training/professional videos while also mentoring team members to promote productivity and commitment to our service.
  • Monitored metrics, improved the bot intuitiveness, and developed actionable insights to improve efficiency and performance.
  • Managed more than five clients constantly in various stages of their engagement. Each client receive a very detailed custom experience.

Knowledge & Platform Lead

NBCUniversal
New York, NY
01.2020 - 03.2022
  • Conceived, Designed, and defined the process for knowledge in the entire 50,000 based community. Utilized the platforms at hand and handled the creation to governance of all content for NBCU.
  • Managed and designed the contact center experience for NBC General, News Division, International and all the subsidiaries for Comcast. Used Amazon Connect as the platform along with other platforms such as cisco for integrations.
  • Conceived a team of reporting analytics which brought in all platforms into a custom built platform. The analytics platform became the standard for the entire IT organization.

Service Desk Manager

NBCUniversal
New York, NY
01.2017 - 01.2020
  • In charge of relations with 3rd party companies running their service desk for NBCU. Established all the guidelines for their desk to run accordingly to the requirements of the business.
  • Followed up with customers during and after installations to verify satisfaction.
  • Ensured 3rd party team performance was suffice and adhered to service level agreements (SLAs) and provided detailed job training.
  • Maintained team productivity and quality of service by establishing and providing clear benchmarks.

Deskside Technican & Lead

NBCUniversal
New York, NY
03.2012 - 01.2017
  • Started as a deskside tech for NBC Entertainment division. Duties were to fix/replace computers, printer work and normal IT related activities
  • Onsite we assisted in events like the Golden Globes, Oscars, Olympics, and the upfronts to name a few
  • Leading the team to excellence required extensive reporting analysis with return on data. And also managing migrations or office moves with our maintenance teams.
  • Custom show integrations such as "The Voice" were strategically thought out and implemented.

Education

No Degree - Music Composition

University of Arizona
Tucson, AZ
05.2001 -

Certification

AWS certified cloud practitioner

Timeline

Senior Customer Success Manager

NLX Inc.
03.2022 - 02.2023

Knowledge & Platform Lead

NBCUniversal
01.2020 - 03.2022

Service Desk Manager

NBCUniversal
01.2017 - 01.2020

Deskside Technican & Lead

NBCUniversal
03.2012 - 01.2017

No Degree - Music Composition

University of Arizona
05.2001 -

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Chance VillegasSenior Customer Success Manager