Open to opportunities

jefferson urdaneta

@jeffersonurdaneta

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Bilingual Customer Success and Client Relations leader driving retention and growth.

Venezuela

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What I'm looking for

I’m seeking a fully remote Customer Success, Account Management, or Client Relations role for Spanish- and English-speaking markets—where I can grow retention and trust through consultative relationship management and strong issue resolution.

I’m a bilingual customer success and client relations professional with 17+ years in banking and financial services, focused on retention and long-term client value. I’ve led customer-facing teams, managed high-value B2B portfolios, and coordinated cross-industry projects while staying strong on conflict resolution and stakeholder management.

As a General Manager, I directed multi-industry operations with full P&L and operational responsibility, and I built and maintained key client and partner relationships to protect service quality and continuity. Earlier, I grew a corporate banking portfolio from $140M to $210M (+50%) and increased the prospective client pipeline by 75%, while leading a team of 30+ staff and serving as the primary relationship owner for 300+ business clients.

Experience

Work history, roles, and key accomplishments

General Manager

Grupo Arocha

Jan 2019 - Jan 2025 (6 years)

Directed a group of companies across the financial, healthcare, and construction sectors with full P&L and operational responsibility. Led end-to-end technical and commercial projects and built/maintained key client and partner relationships to support service quality and retention.

P&L management Operations Management Project Management Stakeholder Management Client Relationship Management Partner Management Operational Management Account Relationship Management Client Retention Team Leadership

Commercial Banking Business Manager

Banco Nacional de Crédito

Jan 2012 - Jan 2019 (7 years)

Grew the branch business portfolio from $140M to $210M (+50%) by deepening existing accounts and winning new corporate clients. Increased the prospective client pipeline by 75%, led a team of 30+ staff, managed a corporate portfolio of 300+ clients, and resolved escalated client issues to protect key accounts.

Portfolio Growth Corporate Banking Portfolio Management Client Acquisition Account Relationship Management Stakeholder Management Conflict Resolution Client Retention Financial Products Profit Plus (ERP)Microsoft Excel Microsoft Office Suite

Customer Service & Claims Specialist

Citibank N.A.

Jan 2008 - Jan 2011 (3 years)

Provided customer service and handled claims for credit cards and financial products across multiple channels. Investigated and resolved customer disputes while ensuring accuracy, compliance, and high customer satisfaction.

Financial Products Customer Service Claims Handling Dispute Resolution Credit Cards Customer Support Compliance Customer Satisfaction