Daphne Espinosa
Chicago,IL
Summary
Resourceful implementation and project management professional with 7+ years of experience coordinating client onboarding, CRM and workflow improvements, e-commerce operations, vendor communication, and cross-functional execution. Combines customer-facing communication, operations ownership, UX training, IT support coursework, and beginner Python practice to support tech-forward project manager and implementation roles.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success & Implementation Manager
Ella's Bubbles
Chicago, USA
01.2017 - Current
- Lead onboarding and implementation programs for B2B customers, ensuring successful adoption of products, systems, and operational workflows.
- Maintain customer relationships throughout the implementation lifecycle, acting as the primary point of contact for issue resolution, training, and ongoing support.
- Improved CRM reporting and operational workflows, reducing administrative costs by 30% and increasing visibility into customer performance metrics.
- Achieved client retention rates 45% above company average through proactive communication, onboarding excellence, and post-sale support.
- Develop customer-facing documentation, training materials, and knowledge-base resources to improve adoption and reduce support requests.
- Partner with sales, operations, logistics, IT, and executive leadership teams to coordinate implementations and drive customer success outcomes.
- Manage complex customer escalations while balancing operational requirements, timelines, and stakeholder expectations.
- Identify workflow improvements and process automation opportunities that improve efficiency and customer satisfaction.
E-Commerce Manager
Ella's Bubbles
Chicago, USA
03.2016 - 01.2017
- Oversaw full-cycle e-commerce order management, processing up to 50 weekly orders and handling returns, refunds, and escalations.
- Managed business finances using QuickBooks, including invoicing, billing, reconciliation, and expense tracking.
- Streamlined fulfillment processes by coordinating warehouse teams, vendors, purchasing needs, and inventory updates.
- Tracked inventory trends using Skubana/SOS Inventory and forecasted product demand for purchasing decisions.
- Supported office operations including scheduling, office supply procurement, vendor negotiation, and internal process handoffs.
Education
Bachelor of Arts - Graphic Design
Columbia College Chicago
05-2014
Skills
- Customer Success Management
- Client Onboarding
- CRM Systems
- Customer Retention
- Process Improvement
- Relationship Management
- Account Management
- QuickBooks
- Customer Training
- Stakeholder Management
- Implementation Management
- Process Improvement
- Fulfillment
- Microsoft Office Suite
- Adobe Creative Suite
- HTML
- WordPress
- Mailchimp
- Beginner Python
- CRM Administration
- Business Operations
- Process Automation & AI Workflow Tools
Certification
- Project Management Coursework, Coursera, In Progress
- User Experience Design Certification, Springboard
- Google IT Support Certificate, Coursera
Technical Growth
Developing Python fundamentals with ChatGPT support for small automations, data organization, and repeatable workflow tasks; comfortable learning new tools and translating technical ideas for non-technical users.
Timeline
Customer Success & Implementation Manager
Ella's Bubbles
01.2017 - Current
E-Commerce Manager
Ella's Bubbles
03.2016 - 01.2017
Bachelor of Arts - Graphic Design
Columbia College Chicago