Looking for a job

Carlos V

@carlosv

Message

I recover at-risk B2B clients through escalations, refunds, and retention.

Mexico

Message

What I'm looking for

I'm looking for a client retention, customer success, or operations role where I can resolve complex escalations, prevent churn, improve customer workflows, and partner across teams to protect relationships and revenue.

At Leadzolo, I handled most refund and return adjudication for a customer base of nearly 800 active accounts, resolving up to 60 cases a day. I helped protect an estimated $600K+ in revenue and retention value by de-escalating dissatisfied clients and finding workable, policy-aligned outcomes.

I've also managed U.S. B2B client portfolios, CRM implementations, and cross-functional delivery at Engage/Everable, while coordinating high-volume media localization operations. I turn recurring client friction into clearer processes, documentation, and better customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Latam Localization Operations Manager

Current

Independent Contractor

Apr 2020 - Present (6 years 6 months)

Coordinate ~70 media projects per month across translation, voice production, QA, and mixing with a distributed network of ~30 contributors. Resolve bottlenecks, exceptions, and sensitive workflow/payment issues with high autonomy.

Project Coordination Vendor Management Quality Assurance Workflow Optimization Problem Solving Autonomy

Returns Manager

Leadzolo

Aug 2024 - Aug 2026 (2 years)

Owned refund/return adjudication for a customer base peaking near 800 active accounts, handling up to 60 cases per day. Helped protect an estimated $600K+ in revenue/retention value through de-escalation and policy-based decisions.

CRM documentation Customer Retention Escalation Handling De escalation Policy Judgment Root Cause Analysis Process Improvement AI Assisted Workflows

Project Manager

Engage / Everable

Jan 2021 - May 2023 (2 years 4 months)

Managed a portfolio of 70+ U.S. client accounts, including 15 priority accounts, leading client calls and coordinating cross-functional teams. Configured GoHighLevel CRM environments and trained 3-4 teammates.

GoHighLevel CRM Implementation Client Communication Team Leadership Process documentation Training Expansion Opportunities

Customer Service Manager

Strawberry Tours

Managed a six-person customer service/admin team, handled escalations and service recovery, and coordinated reservations, payments, and private groups across an international tour network.

Team Management Escalation Handling Service Recovery Reservations Payments Coordination