Oscar Lorenzoni
CDMX,CDMX
Summary
Driven by a proven track record of enhancing customer satisfaction and retention, I excelled at American Express by leveraging my expertise in customer relationship management and strategic planning. My approach, focused on fostering teamwork and collaboration, resulted in significant client loyalty and operational improvements. Skilled in client service optimization and training, I consistently achieve impactful customer outcomes and business growth. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
14
14
years of professional experience
Work History
CSM Specialist
Fortrea Formely Labcorp.
01.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear
timelines that leads to highly impactful customer outcomes - Onboarding time to value
- Customer health and adoption
- Customer Retention
Customer Success Manager
RingCentral Co.
09.2021 - 12.2022
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Cadence meetings.
- Mutual Plan.
- Ensure that every customer is able to effectively put our products to work.
- Build effective relationship.
- Drive Success.
- Focused on building close, long-term client relationships.
Customer Success Manager
SpotOn Co.
08.2020 - 09.2021
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Created customer support strategies to increase customer retention.
Direct TV Manager
AT&T Corporate
01.2017 - 09.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Scrum project applied to KPI´s.
- Effective Coaching project.
- Project with WFM for real time monitoring.
- Daily coaching and monitoring KPI´s.
- Weekly meetings to check KPI´s with Manager.
- Define monthly, weekly and daily action plans.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Prime Work Force WFM
City Banamex
04.2015 - 11.2016
- Maintained accurate records of material movement, facilitating seamless inventory tracking and control.
- Located and moved stock of products to pallets or crates to prepare for shipment and storage.
- Used daily production sheets or work tickets to record number of units handled or moved.
- Weighed products and recorded product weight to create product labels.
- Real Time Monitoring.
- KPI’s follow-up.
- Intraday conditions.
- Daily Managers Meeting
- Daily action plan to reach KPI’s goals.
Compliance Officer
Wester Union
03.2010 - 09.2013
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Prepared and submitted regulatory filings in timely manner.
- Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Enhanced regulatory compliance by developing and implementing comprehensive policies and procedures.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
Education
Bachelor of Science - Systems Engineering
UTEL
Mexico City 06.2022
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Client Relations
- Strategic Planning
- Customer Relations
- Customer Needs Assessment
- Client service optimization
- Training and mentoring
- Teamwork and Collaboration
- Customer Relationship Management
- Onboarding and Orientation
Languages
English
Full Professional
Italian
Elementary
Timeline
CSM Specialist
Fortrea Formely Labcorp.
01.2023 - Current
Customer Success Manager
RingCentral Co.
09.2021 - 12.2022
Customer Success Manager
SpotOn Co.
08.2020 - 09.2021
Direct TV Manager
AT&T Corporate
01.2017 - 09.2019
Prime Work Force WFM
City Banamex
04.2015 - 11.2016
Compliance Officer
Wester Union
03.2010 - 09.2013
Bachelor of Science - Systems Engineering
UTEL
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