Chris Valdez
San Antonio,TX
Summary
Technology-inclined Customer Success professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing API, JSON, SQL, XML, and Software-as-a-Service (SaaS) support to clients and developing and implementing technical solutions. 5+ years of Customer Success relationship management always putting the customer first. Experienced with Zendesk, ServiceNow, JIRA, and Confluence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Synapse Financial Technologies
06.2023 - 05.2024
- Actively managed high-visibility technical, and non-technical, client escalations and partnered with stakeholders working with both national and international clients utilizing translation services to bridge communication gaps.
- Oversaw, triaged, and tracked customer service tickets to resolution using CRM tools such as Zendesk, ServiceNow, and JIRA, with over 80% of cases being solved via email and 20% via video calls or other means.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction and retention.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Developed and implemented strategies to increase customer retention and sales including SLAs, KPIs, and target goals for team.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Maintained customer satisfaction (CSAT) above 95% with tailored strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and team productivity by promoting operational best practices, forecasting Service-Level Delivery needs, and Capacity Planning.
Customer Service Supervisor
Synapse Financial Technologies
04.2020 - 06.2023
- Coached employees through day-to-day work and complex problems in the realm of FinTech, APIs, banking, and compliance.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to world-class service.
- Monitored metrics and developed actionable insights to improve efficiency and performance through capacity planning and forecasting.
- Led regular customer service meetings to review progress, identify challenges, and provide feedback.
- Created customer support strategies, customer-facing help articles, and customer satisfaction protocols to increase customer retention. Tools used included Confluence, JIRA, and Zendesk.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Interviewed, made hiring recommendations and decisions, managed, developed and trained staff, established and monitored goals, conducted performance reviews and held weekly 1-on-1 coaching sessions.
- Completed bi-weekly payroll for up to 15 to 20 employees.
Assistant Customer Service Manager
Florida Blue - Blue Cross Blue Shield Of Florida
03.2018 - 03.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to escalated customer calls and emails to answer questions about products and services.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Authored and launched the team's CSAT program, held training sessions on it, and ensured it's implementation resulted in measurable success.
- Managed payroll for 15-30 agents.
- Handled corrective action and escalation plans for agents.
- Maintained and managed customer files and databases.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Established team priorities, maintained schedules, monitored adherence and performance.
Customer Service Manager
Conduit Global
08.2015 - 03.2018
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Held weekly coaching and training sessions with team members to ensure consistency of performance.
- Ensured payroll and schedule adherence was completed in a timely manner for up to 30 employees at a time.
Education
High School Diploma -
Southwest Preparatory
San Antonio, TX2007
Skills
- Zendesk, ServiceNow, JIRA, Confluence
- API, JSON, XML, SQL
- CSAT, NPS, first-call resolution
- Compliance & risk
- Training and mentoring
- Team Recruiting and Onboarding
- SLA Management and forecasting
Accomplishments
- Customer Relations - Created and launched a CSAT/NPS program that led to the highest marks for customer satisfaction, department-wide.
- Customer Retention - Experienced retaining complex and sensitive client relationships for some of our largest clients tasked with providing white-glove service and point-of-contact support.
- Team Success - Through mentorship, trainings, coaching, and leadership have led multiple teams to achieve successful metrics as well as developed goal-driven individuals to achieve their own success in higher positions.
Certification
Customer Service: Knowledge Management (KCS) - Synapse, 2022.
Timeline
Customer Success Manager
Synapse Financial Technologies
06.2023 - 05.2024
Customer Service Supervisor
Synapse Financial Technologies
04.2020 - 06.2023
Assistant Customer Service Manager
Florida Blue - Blue Cross Blue Shield Of Florida
03.2018 - 03.2020
Customer Service Manager
Conduit Global
08.2015 - 03.2018
High School Diploma -
Southwest Preparatory
Customer Service: Knowledge Management (KCS) - Synapse, 2022.
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