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Jermaine Albornoz

@jermainealbornoz

Customer Success Manager at CRIXTO DE VENEZUELA who onboarded 50+ B2B accounts and increased technology adoption by 20%.

Venezuela

Message

At CRIXTO DE VENEZUELA, I lead onboarding and technical training for 50+ merchants and B2B accounts on digital platforms, increasing technology adoption by 20%. I also reduced POS troubleshooting time by 15% through proactive monitoring in CRM Centinela.

Across SaaS and Fintech customer support, I’ve worked on B2B retention, L2 incident resolution, and customer onboarding. At COLOMBIAN OUTSOURCING SOLUTIONS, I recovered 12% of at-risk accounts and achieved 98% SLA compliance resolving technical issues through voice and chat.

Experience

Work history, roles, and key accomplishments

Current

Especialista en Soporte al Cliente y Onboarding B2B

Current

Crixto de Venezuela

Sep 2025 - Present (1 year)

Led onboarding and technical training for 50+ merchants and B2B accounts, increasing technology adoption by 20%. Reduced POS terminal diagnosis and resolution time by 15% through proactive monitoring in Centinela CRM.

Onboarding B2B Technical Support POS CRM Centinela Customer Training

Asesor de Servicio al Cliente

Almacontact

Jul 2020 - Oct 2023 (3 years 3 months)

Managed post-sale support cycles, strengthening customer loyalty through personalized follow-up. Reduced recurring tickets by analyzing behavior patterns and optimizing CRM processes.

Customer Service CRM Post sale Support Process Optimization

Agente de Retención & Soporte L2

Colombian Outsourcing Solutions

Jul 2022 - Oct 2022 (3 months)

Recovered 12% of at-risk portfolio through proactive churn mitigation strategies. Achieved 98% SLA compliance resolving L2 technical issues via voice and chat.

Churn Mitigation Customer Retention Technical Support SLA Management Quality Assurance

Agente de Contact Center

Teleperformance

Nov 2021 - Apr 2022 (5 months)

Achieved a CSAT of 4.8/5.0 in a high-demand international environment. Managed critical itineraries in GDS systems according to global service quality standards.

Customer Service GDS International Support Quality Standards