Juan Durán

I’m an operations professional with 4 years managing large client portfolios and high-value service workflows across multiple US markets. I focus on making customer-facing operations run smoothly, with a proven track record keeping churn under 5% through proactive client management, structured onboarding, and fast issue resolution.

As a Customer Success & Operations Manager at Block & Associates, I manage 2,000+ client accounts and keep portfolio churn consistently below 5%. I onboard new vendor partners and service providers through the full lifecycle from qualification to activation, while coordinating $600k in residential service projects to protect delivery timelines and client satisfaction.

I also review and approve large-scale renovation projects, overseeing close to $1M in annual billing. I build and strengthen relationships with HOAs and insurance companies to expand the vendor and partner network, and I serve as the primary escalation point for client complaints—turning difficult situations into resolved outcomes.

Previously at Evernest, I supported client communications and escalations end-to-end, from first contact to resolution. I built hands-on capability with Salesforce and Zoho CRM for account tracking and client data management, and I coordinated and billed $200k+ in annual in-house maintenance services using Excel and spreadsheets daily.