Open to opportunities

Lu is

@luis

Message

I drive customer success and retention through consultative account management and leadership.

Mexico

Message

What I'm looking for

I’m looking for a role where I can own customer outcomes, strengthen retention through de-escalation and consultative account management, and lead high-performing teams using CRM insights—while supporting long-term growth in a U.S.-market focused environment.

I’m a bilingual Customer Success and Account Management professional with 10+ years of experience in sales, retention, and team leadership. I manage U.S.-based clients across hospitality, SaaS, and telecommunications, handling bookings, memberships, billing, and ongoing account management to protect long-term satisfaction and stability.

I’m specialized in de-escalation, retention of at-risk clients, and consultative selling—identifying upgrade opportunities and matching needs to the right solutions. I’ve led outbound teams, coached performance toward KPI targets, optimized CRM-driven outreach, and support operations through remote tools to consistently improve results.

Experience

Work history, roles, and key accomplishments

Vacation Ownership Advisor

Marriott Vacations Worldwide

Aug 2024 - Mar 2026 (1 year 7 months)

Managed U.S.-based vacation ownership accounts across premium hospitality brands, handling bookings, membership benefits, billing, and account management. Retained at-risk owners through de-escalation and personalized consultative solutions, and identified upgrade opportunities to improve long-term account stability.

& Customer Success Account Management De escalation Consultative Selling CRM Management Memberships Billing Support Upselling Appointment Setting

Sales Manager / BDR Lead

Otto Group

Jan 2023 - Oct 2023 (9 months)

Led a team of 4 across outbound BDR and analytics, managing daily performance, pipeline activity, and coaching. Built outbound sales strategies to expand market presence and used CRM data analysis to refine outreach and improve conversions.

Team Leadership Outbound Strategy Pipeline Management CRM Analytics Coaching Lead Generation

Sr. BDR Team Lead

SpotOn

Sep 2020 - Feb 2022 (1 year 5 months)

Managed a team of outbound cold callers targeting U.S. restaurant owners for appointment generation. Designed multi-channel outreach campaigns, coached agents through performance reviews, and supported KPI achievement via real-time feedback.

Cold Calling Appointment Setting Team Coaching KPI Management CRM Management Performance Reviews Lead Qualification

Vacation Specialist

ICE Enterprises (Arrivia)

Nov 2017 - Apr 2020 (2 years 5 months)

Coordinated custom travel arrangements for U.S. clients by building personalized itineraries and arranging flights, hotels, and transfers. Delivered consultative customer service to ensure travel plans matched client needs and expectations.

itinerary planning Booking Coordination Client Consulting Customer Service Sales Support Account Retention Remote Operations

Sales & Retention Specialist

AT&T

Mar 2017 - Oct 2017 (7 months)

Retained at-risk subscribers by identifying customer needs and offering tailored service plan solutions. Used consultative approaches to resolve issues and improve customer loyalty outcomes.

Service Plans De escalation Consultative Selling Customer Service Loyalty Programs Account Management

Remote Support Specialist

E&J Gallo Winery

Mar 2016 - Jan 2017 (10 months)

Provided remote technical support to internal staff via phone and email, using remote access tools to resolve issues. Supported troubleshooting and helped maintain effective internal support operations.

Remote Technical Support Troubleshooting Phone Support Email Support Remote Tools Customer Support