Open to opportunities

Cynthia Benítez

@cynthiabentez

Message

Customer Operations Manager driving SLA adherence, retention, and 100% CSAT in high-volume support environments.

Argentina

Message

What I'm looking for

I seek a role scaling support operations where I can improve SLAs, protect revenue, lead cross-functional teams, and drive retention through process and training.

I am a Customer Operations Manager with 8+ years leading high-volume support operations, escalation governance, and SLA-driven teams. I consistently manage 1,800–2,000 monthly customer interactions while maintaining exceptional customer satisfaction.

At Brave Thinking Institute I optimized queue prioritization and workflows to achieve 0.1–2.9 hour first-response times and preserved roughly 70% retention in refund-sensitive cases through structured objection-handling frameworks.

I develop training, macro-based response systems, and apply Agile improvements plus AI-assisted documentation to reduce repeat escalations and protect revenue. I collaborate cross-functionally with Finance, Marketing, Enrollment, and Leadership to maintain operational alignment.

I am proficient with Zendesk, Zoho, Netsuite, CRM operations, and tools like Jira, Notion, and Asana, and I seek roles where I can scale support operations, improve SLAs, and drive retention through process and people development.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Manager

Current

Brave Thinking Institute

Jan 2023 - Present (3 years 2 months)

Managed 1,800–2,000 monthly client support tickets across multi-tier SLA queues, maintaining 100% CSAT and achieving 0.1–2.9 hour first-response times through workflow optimization and prioritization. Preserved ~70% retention in refund-sensitive cases, served as escalation authority for payment disputes, and implemented AI-assisted and macro-based systems to reduce repeat escalations.

SLA Escalation Management Zendesk Workflow Optimization Customer Retention Cross Functional Collaboration Training Development

Account Development Rep.

Sellerate / EPAM Systems

Jan 2022 - Jan 2023 (1 year)

Executed targeted outreach and data-driven account strategies using CRM systems, maintained CRM data accuracy to support forecasting and reporting, and aligned cross-functional outreach with business objectives. Collaborated with sales and operations to improve pipeline hygiene and performance tracking.

CRM Management Sales Outreach Forecasting Account Strategy Cross Functional Collaboration Reporting Pipeline Management

Customer Service Representative

Protano's Bakery

Jan 2020 - Jan 2022 (2 years)

Coordinated order intake, processing, routing, and delivery scheduling while managing frontline escalations to maintain service quality; improved logistics coordination to reduce fulfillment delays and contributed to 30–40% client base growth through enhanced intake and service workflows.

Order Management Escalations Logistics Coordination Process Improvement Customer Retention Operations Support