Leonardo Cereceda
Digital Platform & Customer Experience Specialist
Los Angeles,CA
Summary
Digital Platform and Customer Experience Specialist with 12+ years of experience managing multi-platform operations, e-commerce, and content delivery systems. Skilled in UX optimization, multi-channel operations, inventory management, and data-driven analytics to improve engagement and operational efficiency. Experienced in streamlining workflows, managing digital assets, and enhancing customer experience across streaming platforms, download portals, and online stores. Bilingual in English and Spanish.
Overview
18
18
years of professional experience
Work History
Digital Platform & Customer Experience Specialist
The Church of the Movement of Spiritual Inner Awareness (MSIA)
08.2012 - Current
- Managed multi-platform operations including streaming services, download portals, and online store platforms, ensuring seamless customer experience and reliable content access.
- Optimized UX and platform performance through testing, issue resolution, and collaboration with IT and web teams, improving engagement and reducing friction, which grew our paid subscriber base from 195 to 1180.
- Oversaw e-commerce operations and inventory management, tracking physical and digital products with ERP software, forecasting needs, and coordinating with vendors to maintain cost-effective stock levels.
- Implemented data-driven analytics to monitor subscriptions, sales, and user behavior, identifying actionable insights to improve platform performance and engagement, resulting in $40K/mo gross sales.
- Managed end-to-end content setup, including product metadata, banners, copy in English and Spanish, and digital asset organization.
- Developed and maintained FAQs, tutorials, and help resources, enhancing customer support and increasing first-contact resolution rates.
- Coordinated cross-functional projects with marketing, graphics, and IT teams to streamline workflows and optimize multi-channel operations.
Sales Associate / Customer Service Representative
INGBank, fsb (ING Direct)
06.2008 - 02.2012
- Achieved top 20% ranking in product sales while providing excellent customer service, resolving escalated calls and facilitating smooth mortgage and banking transactions.
- Awarded Promoter of the Year (2009) and Excellence in Quality (2009) for outstanding performance and customer satisfaction.
Remote Administrative Assistant
Independent Contractor
11.2023 - 04.2024
Weekend Delivery Driver
Eco Cab, LLC
03.2023 - 11.2023
Education
Associate of Science - Broadcast Programming and Production
Santa Monica College
Santa Monica, CA01-2015
Certificate of Completion - Court Interpreter Program
Southern California School of Interpretation
El Segundo, CA08-2025
Associate of Arts - Liberal Arts: Social and Behavioral Sciences
Santa Monica College
Santa Monica, CA01-2014
Associate of Science - General Science
Santa Monica College
Santa Monica, CA01-2014
Skills
- Digital Platform Management
- Multi-Channel Operations
- Customer Experience (CX) Optimization
- E-commerce Operations
- UX / User Experience Design
- Content Management Systems (CMS)
- Streaming Platforms / SVOD
- Download Portals
- Inventory Management & Forecasting
- Workflow Optimization
- Data-Driven Analytics
- Platform Performance Optimization
- Order Processing & Fulfillment
- Cross-Functional Collaboration
- Bilingual: English/Spanish
Timeline
Remote Administrative Assistant
Independent Contractor
11.2023 - 04.2024
Weekend Delivery Driver
Eco Cab, LLC
03.2023 - 11.2023
Digital Platform & Customer Experience Specialist
The Church of the Movement of Spiritual Inner Awareness (MSIA)
08.2012 - Current
Sales Associate / Customer Service Representative
INGBank, fsb (ING Direct)
06.2008 - 02.2012
Associate of Arts - Liberal Arts: Social and Behavioral Sciences
Santa Monica College
Associate of Science - General Science
Santa Monica College
Associate of Science - Broadcast Programming and Production
Santa Monica College
Certificate of Completion - Court Interpreter Program
Southern California School of Interpretation