STEVE AYALA
San Antonio
Summary
A highly self-motivated individual who provides over 12 years of experience in the Language Service Provider service industry for interpretation. A heavy focus on Customer Success with identifying alerts, support on client journey, and provide solutions to strengthen partnerships.
Overview
3
3
years of professional experience
Work History
Senior Manager of Customer Success
United Language Group
04.2023 - Current
- Act as escalation point of any Customer Success issues raised among our customer and organization.
- Collaborate with Sales, Account Managers, Operations, and QA to manage service recovery situations; identify failures and implement recovery plans.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment to meet Service Level and provide weekly updates.
- Reduced timeline in client invoices delivery by 30%.
Manager of Customer Success
United Language Group
03.2021 - 04.2024
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Worked with external customers to succeed their expectations and complete project timelines to help improve overall experience.
- Act as functional strategist in developing Customer Success strategies to achieve rapid and professional customer solutions that support the ULG sales teams in winning and embedding new business.
Operations Manager
United Language Group
2019 - 2021
- Led and mentored a team of leaders and supervisors.
- Responsible for recruitment, retention, coaching, developing, mentoring and training the assigned teams.
- Ensured the development of a culture of excellent customer relations with a strong focus of continuous improvement.
- Drove communication, development planning, and performance management within the call center operations team and other internal departments.
Training Manager
United Language Group Inc.
12.2018 - 2019
- Created and implemented training programs for Interpreters and call center operations agents.
- Traveled on client visits to conduct demonstrations and training for new product and services.
- Assessed training programs with a continuous improvement mindset to perfect quality.
- Worked closely with HR to interview and on-board new talent to fill business need.
Education
Associate of Arts - Psychology
Northwest Vista College
San Antonio, TXSkills
- Client engagement and key/enterprise accounts development
- Full support for Sales Team on expanding business and growth
- Employee engagement
- Microsoft Outlook, Word and Excel
- Process evaluation and enhancement
- Collaboration and reporting with internal teams
Timeline
Senior Manager of Customer Success
United Language Group
04.2023 - Current
Manager of Customer Success
United Language Group
03.2021 - 04.2024
Training Manager
United Language Group Inc.
12.2018 - 2019
Operations Manager
United Language Group
2019 - 2021
Associate of Arts - Psychology
Northwest Vista College
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