José Armando Castaneda Reyes
SAN SALVADOR,SAN SALVADOR
Summary
Experienced Customer Success Manager dedicated to fostering long-term client relationships and driving product adoption. Proven track record of exceeding expectations, proactively addressing challenges, and identifying opportunities for growth. Skilled at onboarding and training users, ensuring every user maximizes the value of the product. Data-driven approach to decision-making, enabling proactive identification of potential issues and targeted solutions. Committed to providing exceptional service and ensuring client satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success Manager
eSource Capital
04.2021 - Current
- 95% account retention through relationship building and proactive issue resolution.
- Onboarded clients effectively, ensuring seamless product adoption and user engagement.
- Managed renewals, driving revenue growth and identifying upsell opportunities.
- Built strong customer relationships, providing support and facilitating issue resolution.
- Proactively addressed negative feedback and implemented customer success plans.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Customer Experience Manager
Google Apps
11.2016 - 01.2021
- Design and implement career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness
- Responsible for analyzing, drafting and delivering recommendations to improve quality of service
- Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA)
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
Operations Team Leader
Google Apps
02.2014 - 11.2016
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Helped set and manage objectives for quality, productivity and compliance.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Managed high workload with consistent record of achieving deadlines and production targets.
Customer Experience Analyst
Google Apps
08.2010 - 02.2014
- Improved service quality and increased sales by developing a strong knowledge of the company's products and services
- Developed and implemented policies, procedures and process improvement initiatives to increase customer satisfaction
- Trained new customer service representatives and coaches
- Effectively communicated with team members to maintain clearly defined expectations
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates
- Addressed negative customer feedback immediately and clarify doubts as a future corrective action
Education
Diploma/Specialization - Sports and Healthy Lifestyle
FUNIBER
BARCELONA 01.2016
High School Diploma -
Colegio Sagrado
SAN SALVADOR10.2005
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Client Relations
- Customer Advocacy
- Strategic Planning
- Proficient in Google Workspace
- Stakeholder Management
- Teamwork and Collaboration
- Negotiation and Conflict Resolution
- Process Improvement
- Project Planning
Courses & trainings
- Managerial Courage
- Leadership unscripted
- InSession: Emotional Intelligence
- Time Management training
- Business Etiquette
- Effective Coaching & Feedback
- MBTI Basics
- AppSheet Fundamentals
Certification
Cloud Digital Leader
Managing Change for Google Workspace
Lean Six Sigma - Green Belt
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Success Manager
eSource Capital
04.2021 - Current
Customer Experience Manager
Google Apps
11.2016 - 01.2021
Operations Team Leader
Google Apps
02.2014 - 11.2016
Customer Experience Analyst
Google Apps
08.2010 - 02.2014
Diploma/Specialization - Sports and Healthy Lifestyle
FUNIBER
High School Diploma -
Colegio Sagrado