Marco Moreno
@marcomoreno
Accomplished Head of Customer Success driving operational excellence.
United StatesWhat I'm looking for
I am an accomplished and results-driven professional with a proven track record of leading high-performing teams and optimizing customer engagement strategies. My expertise lies in customer success strategy, process optimization, and cross-functional collaboration, ensuring that business objectives align with customer needs. I have played a pivotal role in the growth of a FinTech startup from inception, successfully launching operations and serving our first loan customer.
With hands-on experience in scaling mobile-first financial services, I am skilled in leveraging tools like Zendesk, Intercom, and Power BI to develop data-driven forecasting models that mitigate risk and identify growth opportunities. I have successfully integrated AI-powered chatbots and automation tools to enhance customer satisfaction while reducing operational costs. My strong background in financial risk assessment and client relationship management ensures a seamless and value-driven customer experience.
Experience
Work history, roles, and key accomplishments
Operations Manager
BlincLoans Inc. (OneBlinc)
Jan 2019 - Present (6 years 6 months)
Led and scaled high-performing customer success and operations teams, driving retention strategies, renewal forecasting, and account expansion initiatives. Spearheaded automation-driven customer engagement initiatives, optimizing workflows to improve customer satisfaction and reduce churn.
Senior Underwriter
Everest Business Funding
Jan 2017 - Jan 2019 (2 years)
Evaluated and assessed risk for insurance applications, ensuring compliance with underwriting guidelines and regulations. Performed comprehensive financial risk assessments to enhance loan approval processes, effectively mitigating default risks and ensuring portfolio stability.
Internet Sales Manager & Sales Representative
Bolufe Auto Sales
Jan 2016 - Jan 2017 (1 year)
Managed end-to-end sales processes, from initial customer inquiry to closing, ensuring a seamless and personalized buying experience. Developed and implemented online sales strategies to drive revenue and enhance customer engagement.
Sales & Service Banker
Total Bank
Jan 2014 - Jan 2016 (2 years)
Provided personalized financial solutions by assessing client needs and recommending banking products and services. Drove sales growth by promoting checking and savings accounts, loans, credit cards, and investment options.
Bank Teller
JP Morgan Chase Bank
Jan 2012 - Jan 2014 (2 years)
Processed customer transactions, including deposits, withdrawals, transfers, and loan payments accurately and efficiently. Provided excellent customer service by addressing inquiries, resolving account issues, and promoting banking products.
Education
Degrees, certifications, and relevant coursework
Dominican College
Coursework, Business Management
Completed coursework towards a Business Management Degree. Focused on foundational business principles and practices.
Monroe College
Coursework, Business Administration
Undertook studies in Business Administration. Gained knowledge in various aspects of business operations and management.
Western Nebraska CC
Coursework, Sports Management
Pursued studies in Sports Management. Developed an understanding of the business side of sports.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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