Gabriel Reyna
@gabrielreyna
Customer Success and Account Manager turning data into revenue growth and long-term client retention.
GuatemalaWhat I'm looking for
I’m an Account Manager and Customer Success professional with 7+ years of experience building long-term client relationships, negotiating with C-level executives, and driving revenue growth. I’m known for client advocacy and Trusted Advisor work—partnering directly with customers to co-develop annual strategy, deliver workshops, and strengthen performance using practical frameworks.
I combine customer strategy with data-driven execution: I expanded accounts by creating 4 new billable QA/CEA positions, improved CSAT from 40% to 60%, and prevented $300K in revenue loss by correcting an erroneous SaaS quotation. I’ve also reduced escalations 25–30% by designing dashboards in Looker Studio, Google Sheets, and AppScript, while raising SLA compliance to 95% and streamlining resolution times through strong escalation and crisis management.
Experience
Work history, roles, and key accomplishments
Virtual Assistant & Appointment Setter
Freelance
Apr 2025 - Present (1 year)
Prospected 500+ leads via LinkedIn, WhatsApp Business, and cold calling, achieving a 15% conversion rate. Implemented Zoho CRM and Make.com automations to reduce follow-up time by 30% and support client engagement.
Identified account visibility gaps and created 4 new billable QA/CEA positions, improving CSAT from 40% to 60% and driving account revenue. Led multicultural teams (10+ trainers/QAs) and acted as primary escalation point, reducing resolution times 75% while maintaining 90% CSAT.
Supported onboarding of 10+ CEAs in India, ensuring KPI compliance within 8 weeks. Reduced Tier 2 escalations 30% using automated dashboards (Google AppScript) and improved outcomes by implementing product/ops feedback loops, decreasing escalations 25%.
Performed daily billing audits and corrections, resolving misapplied promotions and ensuring customer loyalty. Managed ticket resolution and customer documentation while maintaining high CSAT through personalized support and sales strategies.
Education
Degrees, certifications, and relevant coursework
Universidad Mariano Gálvez de Guatemala
Bachelor of Science, Computer Science & Systems Engineering
2024 -
BSc in Computer Science & Systems Engineering at Universidad Mariano Gálvez de Guatemala, ongoing since 2024.
Universidad de San Carlos de Guatemala
Bachelor of Science, Computer Science & Systems Engineering
2015 - 2018
BSc in Computer Science & Systems Engineering at Universidad de San Carlos de Guatemala completed from 2015 to 2018.
Availability
Location
GuatemalaAuthorized to work in
Job categories
Skills
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