Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MITCHELL AMOROS ESTEFAN

Washington,DC

Summary

Versatile Customer Experience Leader with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in building and growing SaaS organizations.

Overview

13
13
years of professional experience

Work History

Operations & Strategy Consultant

Independent Consultant
05.2023 - Current
  • Restaurant Operation Optimization: Consolidated leadership across a multi-restaurant chain, promoting cohesive decision-making and streamlined operations.
  • Strategically reallocated resources among various restaurant locations, leading to improvements in staffing efficiency, inventory management, and the overall execution of daily operations.
  • Refined menu selections by implementing and leveraging customer feedback surveys, resulting in heightened guest satisfaction.
  • Implemented strategies to notably reduce wait times, boosting guest satisfaction and repeat visitation rates.
  • Assessed performance reports to determine, investigate and resolve multifaceted business needs.
  • Start-Up Operational Services: Collaborate with startups to identify and implement operational efficiencies, streamlining processes and optimizing resources for long-term growth.
  • Develop tailored investor pitches, facilitating successful fundraising efforts, and map out comprehensive 3-year strategic vision plans, guiding startups toward a clear and actionable growth trajectory.

Director, Professional Services

Greenhouse Software
03.2022 - 05.2023
  • Spearheaded the integration and consolidation of the Project Management, Implementation, and Strategic Consultant teams resulting in the creation of a 60-member organization.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Improved operational efficiency, team collaboration, and enhanced service delivery to strengthen customer onboarding and retention efforts.
  • Led cross-team collaboration to identify growth opportunities, optimize offerings, and align Sales, Product, and Customer Success strategies.
  • Drove revenue growth for professional services across new and existing business segments, achieving year-over-year revenue increase of $3M+.
  • Oversaw the development of three specialized customer services offering: personalized 1:1 training, DEI advisory, and talent acquisition reporting consulting.
  • Revamped implementation processes, resulting in a 33% reduction in time to first value for SMB customers and a 20% improvement for MID-ENT customers.
  • Partnered with Sales and Product leadership to optimize communication, foster seamless collaboration, and facilitate effective feedback loops.
  • Initiative was strategically designed to prioritize and elevate customer outcomes across all operations.

Director, Project Management & Implementation

Everfi
08.2018 - 03.2022
  • Established and scaled Project Management & Implementation team, ensuring efficient service delivery and customer satisfaction for key clients.
  • Built and managed a global team of 15 Technical Service Specialists, Project Managers, and Implementation Specialists, providing support to 500+ customers.
  • Aligned team capabilities with client requirements, developing comprehensive project roadmaps, and continually optimizing workflows.
  • Designed and implemented EVERFI's SaaS product onboarding processes, resulting in a 12% customer satisfaction boost within the initial 18 months.
  • Accelerated time to first value/launch timelines by 80% for SMB customers and 40% for MID-ENT customers, achieved through the strategic deployment of protocols, streamlined processes, and targeted service cards.
  • Spearheaded the deployment and integration of EVERFI's financial education platform for prominent banks including Comerica, M&T, HSBC (UK), and BMO Harris (Canada).
  • Conceptualized, tailored, and launched implementation and onboarding methodologies for global entities in partnership with the EVERFI UK division.
  • Strategized EVERFI's breakthrough into the Higher Education market with their financial education course, amassing $2M in revenue in its first year.
  • Fostered relationships with top academic officials, ranging from Provosts to Deans, across multiple US campuses, focusing on First Generation and low to moderate-income students and their families.

Senior Director, Customer Success

2U Inc.
07.2010 - 04.2018
  • Instrumental in the expansion of the Customer Success department as 2U's revenue surged to approximately $285M in 2017 and staff increased to over 2,000 employees.
  • Led strategic initiatives optimizing both operational and organizational processes to boost efficiency and improve client experiences.
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
  • Drove strategic improvements to enhance operational and organizational efficiencies.
  • Fostered and managed key relationships with top-tier university officials, ranging from Registrars to Deans, at esteemed institutions including UC Berkeley, Southern Methodist University, Syracuse University, Washington University in St Louis, and Pepperdine University, enhancing customer success outcomes.
  • Assembled and guided a high-performing team of 6 Managers and 14 Customer Success Advisor, overseeing the needs of approximately 2,800 students across the portfolio
  • Implemented measures to increase student retention and satisfaction, leveraging quarterly Net Promoter Scores to analyze concerns and address student needs.

Education

Bachelor of Arts - Psychology

University of Maryland College Park
College Park, MD

Skills

  • Software: Smartsheets, Mavenlink, SalesForce (Classic/Lightening), JIRA
  • Business Process Optimization
  • Operations Management
  • Strategic Planning
  • Coaching and Mentoring
  • Customer Success and Retention
  • Leadership Development
  • Performance Management
  • Strategy Realignment

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Operations & Strategy Consultant

Independent Consultant
05.2023 - Current

Director, Professional Services

Greenhouse Software
03.2022 - 05.2023

Director, Project Management & Implementation

Everfi
08.2018 - 03.2022

Senior Director, Customer Success

2U Inc.
07.2010 - 04.2018

Bachelor of Arts - Psychology

University of Maryland College Park

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MITCHELL AMOROS ESTEFAN