Cristian Torres

I’m currently the Head of Customer Experience at UBlockout, Inc, leading customer & lead operations across support, escalations, and technician coordination to deliver a seamless end-to-end customer experience. I develop and optimize processes to improve transparency, reduce resolution times, and increase customer satisfaction.

I also partner cross-functionally with product, engineering, operations, and sales to surface feedback and drive continuous improvement. I build, train, and manage the Customer Success team—setting clear performance standards and a customer-centric culture grounded in empathy, clarity, and accountability.

Previously, as a Customer Success Associate at Harmony Baby Concierge, I served as the primary point of contact for new premium customers, managed monthly KPI reporting (customer count, churn, upsells), and launched new client service offerings that generated $600,000 in annual revenue. Earlier at Relationship 247.ai as an Assistant Manager, I led a team of eight team leaders overseeing fifteen agents, improved productivity by 30% through a rewards/recognition incentive program, and provided weekly KPI progress reports while collaborating with teams on data-driven insights.