I'm looking for a remote job for my live-work balance as a priority and the possibility to study and improve my skills.
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Estefanía Pérez
@estefaniaperez
Customer Success Manager based in Spain and have experience in the Brazilian market for 8 years.
SpainWhat I'm looking for
I'm naturally from Spain. I lived in Brazil for the last 8 years for the richest experience of my life. I'm a passionate internationalist and I think for a contemporary world is important knowledge for a holistic vision. I have 8 years of experience in customer success working in many roles as a customer service, data and process analyst, operations coordinator, project manager and customer success strategist and manager.
In my last experiences, I have built a customer-focused culture in startups being part of a growth aligned with the clients' needs and expectations. I am a problem-solver, data-driven decision-maker, collaborative and an excellent active listener. As a manager, I lead multitasking, multidisciplinary and multicultural teams and developed many people being part of their process for growing in their careers, this is one of my best achievements as a leader.
Experience
Work history, roles, and key accomplishments
WECustomer Success Manager
Weburn
Jun 2021 - Apr 2023 (1 year 10 months)
As a Customer Success Manager, I built the first CS team and operations. Constantly analyzing the quality and the type of tickets we implement multichannel and new technologies for customer service such as personalized chatbots, process automation for self-service and human customer service.
KPI implementation, reporting, OKRs, playbooks and different ways to translate the customer's voice.
FACustomer Success Manager
Facily
Jun 2019 - May 2021 (1 year 11 months)
As a Customer Success Manager, I was responsible for implementing a customer focus culture with quality customer service, cancellation mitigation, reputation management, stakeholders management and many projects related to customer service improvement.
I implemented and managed KPIs, OKRs, and service operations. One of my missions was to translate the voice of the client to our teams.
UB
Investigation Specialist
Uber
Mar 2017 - Jun 2019 (2 years 3 months)
As an investigation specialist, I was responsible for analyzing L3 and L4 cases related to physical and account security. Using internal tools for log investigation, location investigation and connect points to conclude cases and scale for the right team to brand, legal and security management, as well as for insurance activation. I worked on many international projects.
ONTranslator
Ongame
Nov 2016 - Feb 2017 (3 months)
- Translation from English to Spanish the Saint Seiya online game
- Translation review
LAAccount manager
LATAM Airlines
Jan 2015 - May 2016 (1 year 4 months)
I worked in a fidelity program as part of the One World Alliance caring about their points expiration, points promotion, engagement and retention.
Education
Degrees, certifications, and relevant coursework
Estefanía hasn't added their education
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Availability
Looking for a job
Location
Spain
BrazilSalary expectations
30k-80k USD
Social media
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Skills
SQLPythonZendeskJiraTalendLookerCybersecurityProject ManagementCustomer SuccessCommunicationRemote TeamCRMKey Account ManagementTranslatingTranslation ReviewInvestigationSecurityStakeholder ManagementLegalLog AnalysisCustomer Success ManagementImplementationStrategyRetentionEngagementReputation ManagementChurnZeroSalesOperationsNew TechnologiesProcess AutomationStakeholder Engagement
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