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Andrés Quicaba

@andrsquicaba

Customer Success professional with a background in DEIB and organizational culture, retention, engagement strategy, and client-facing communication.

Mexico

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What I'm looking for

I’m looking for a role where I can apply ethnographic research and systemic analysis to strengthen DEIB, internal communications, and employee experience—ideally working on retention and culture change at scale, with openness to relocation.

I'm a Customer Success and DEIB specialist with a foundation in Applied Anthropology that shapes how I approach client relationships — I listen for what's not being said, map what's actually happening in teams, and translate that into action.

At Avantor (Jul 2024–Dec 2025), I served as Global DEIB Committee Member and internal communications lead for a 115-person team. I grew Viva Engage engagement by 30% and subscriber base by 40%, organized 5 major cultural events and supported 7 peer-led initiatives, and partnered with HR and senior management on a cross-functional employee wellbeing program.

At TTEC (May 2021–Aug 2023), I progressed from bilingual Customer Service Representative to Subject Matter Expert, coaching agents on satisfaction metrics, productivity, and campaign performance. That frontline experience is the core of how I approach CS work today: retention starts with understanding people, not just managing tickets.

Currently seeking remote Customer Success roles where research-driven thinking and people operations experience create real client value.

Experience

Work history, roles, and key accomplishments

DEIB & Culture Specialist

Avantor

Jul 2024 - Dec 2025 (1 year 5 months)

Applied archaeological and anthropological methods to conduct systemic organizational analysis, identifying root causes of attrition and engagement gaps. Led DEIB and employee experience initiatives for a 115-person team by mapping informal employee networks and redesigning internal communications, strengthening employer branding and reducing turnover risk.

Systems Analysis Archaeological Anthropological Methods Internal Communications Employer Branding Network Mapping Turnover Risk Reduction

Sr. Customer Success Executive

Avantor Sciences

May 2024 - Dec 2025 (1 year 7 months)

Managed complex B2B accounts across pharma, chemical, metallurgical, and medical sectors in English. Handled full supply chain cycles: orders, logistics, warranties, and reimbursements. Maintained excellent CSAT with only 2 dissatisfied clients. Collaborated with buyers, legal, and sales to resolve cross-functional issues

Remote SAP C4C SAP C4C SAP Cloud For Utilities Management Research Skills Analytics Statistics People Management People Ops HR DEIB Marketing Communication Social Media

Customer Service SME

TTEC

May 2021 - Aug 2023 (2 years 3 months)

Advanced from bilingual customer service representative to Subject-Matter Expert, advising agents on customer satisfaction best practices and productivity optimization. Improved campaign performance through agent coaching focused on active listening and conflict resolution.

Customer Service Excellence Bilingual Support Subject Matter Expertise Customer Satisfaction Productivity Active Listening Conflict Resolution