NESTOR JOSE SANTOS JR.
Orlando
Summary
Sales and client success professional with 6 years of experience in B2B and B2C lead generation, outbound sales, digital marketing, and account management. Proven track record building client success departments from scratch, developing SOPs and operational frameworks, and leading cross-functional teams in agency environments. Skilled in CRM management, technical troubleshooting, team coaching, and driving client retention and revenue growth.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Big Boy Media Group
02.2026 - 06.2026
- Developed the client success department from inception, designing and implementing SOPs, onboarding portals, client satisfaction surveys, NAP standards, CRM automations, and operational frameworks across the entire post-sale lifecycle.
- Coached and developed underperforming team members, implementing structured feedback and performance improvement plans that resulted in measurable growth and recognition from senior leadership.
- Served as the primary point of contact for 10 accounts, managing client relationships end-to-end from onboarding through renewal and facilitating QBRs and ongoing performance reviews.
- Diagnosed and resolved CRM technical issues for clients via phone, Loom, Google Meet, and email, and maintained up-to-date workflow configurations in response to evolving client needs.
- Collaborated cross-functionally with Virtual Chief Marketing Officer, Account Managers, video production team, and delivery teams to ensure strategic alignment, clear communication, scheduling, logistics, and consistent execution across all client engagements.
Founder
Major Scale Agency
11.2021 - 02.2026
- Generated 200+ leads per month for local business owners using SEO, PPC, Social Media ads, and AI lead management automation.
- Booked an average of 15 monthly sales meetings, increasing client acquisition rates by 20%.
- Managed a monthly sales pipeline worth $60,000, successfully closing deals and nurturing long-term client relationships.
Sales Support Associate
Cox Media Group
07.2019 - 10.2019
- Supported a sales team managing 20 key accounts, ensuring accurate contract execution and smooth sales processes.
- Conducted market research and competitor analysis, helping sales teams formulate strategic advertising packages.
- Built strong relationships with TV stations and media agencies, maintaining a 3-5% churn rate.
Sales Assistant
Cox Media Group
04.2018 - 07.2019
- Worked closely with 3 Account Executives to support outbound sales efforts, ensuring timely delivery of sales materials.
- Assisted in closing $100,000+ in advertising sales deals by preparing detailed sales reports and managing billing discrepancies.
- Facilitated sales outreach processes, helping sales reps increase engagement with prospects and maintain client satisfaction.
Marketing Intern
Cox Media Group
10.2017 - 12.2017
- Managed social media marketing for 7 major radio stations, increasing event engagement by 10% and growing social media reach by 500 followers.
- Led live audience engagement for 107.3 Solo Exitos at Festival Calle Orange, interacting with 30,000+ attendees.
Education
Bachelor of Science - Business Administration: Marketing
University of Central Florida
Orlando, FL12-2017
Associates in Arts - Business Administration
Valencia College
Orlando, FL05-2015
Skills
- Customer Relationship Management & Sales Tools
- Go High Level
- LinkedIn Sales Navigator
- Instantly AI
- AutoIGDM
- Apolloio
- Microsoft Office
- Outbound Sales
- Cold Calling
- Cold Emailing
- Cold Direct Messaging
- Prospecting
- Lead Nurturing
- Technical Sales
- One-Call Closing
- Pipeline & Account Management
- Lead Qualification
- Appointment Setting
- Relationship Management
- Client Retention
- Quarterly Business Reviews
- Standard Operating Procedure Development
- Onboarding Design
- Leadership & Operations
- Team Coaching
- Process Documentation
- Workflow Automation
- Cross-Functional Coordination
- Data-Driven Selling
- Sales Metrics Analysis
- Conversion Rate Optimization
- Digital Marketing
- Content Marketing
- SEO Certified
- Google Ads/Analytics Certified
- Facebook Ads Certified
- Direct-Response Copywriting Specialist Certified
Timeline
Customer Success Manager
Big Boy Media Group
02.2026 - 06.2026
Founder
Major Scale Agency
11.2021 - 02.2026
Sales Support Associate
Cox Media Group
07.2019 - 10.2019
Sales Assistant
Cox Media Group
04.2018 - 07.2019
Marketing Intern
Cox Media Group
10.2017 - 12.2017
Bachelor of Science - Business Administration: Marketing
University of Central Florida
Associates in Arts - Business Administration
Valencia College