Olga Paredes
@olgaparedes
Bilingual Customer Success and Digital Transformation leader driving CX, retention, and revenue growth.
PeruWhat I'm looking for
I am a bilingual Customer Success and Business Strategy leader with 15+ years delivering customer experience, digital transformation, and revenue growth across SaaS, telecom, fintech, energy and mobility sectors. I focus on data-driven decisions and strategic partnerships to improve NPS, CSAT, and churn metrics across South, Central and North America.
In my current role as Regional Manager, Client Success – Americas, I define scalable client success frameworks, drive retention and expansion, optimize tools like Salesforce and Tableau, and recruit and develop high-performing account teams. Previously, I led country and regional CX operations, transformation programs, and cross-functional initiatives at PayJoy, Time Jobs, and Schneider Electric with measurable improvements in adoption, response time and customer satisfaction.
I champion customer-centric cultures, operational excellence and technology-enabled automation to scale support, reduce costs and deliver business value. I bring hands-on experience in CRM and analytics tools, proven leadership in remote and on-site teams, and a track record of aligning CX strategy to revenue objectives.
Experience
Work history, roles, and key accomplishments
TLDefined and implemented a scalable client success framework across the Americas, driving improvements in NPS, retention, health scores and expansion revenue while recruiting and coaching a high-performing account management team.
Merchant & Customer Experience Manager
PayJoy
May 2022 - Feb 2023 (9 months)
Owned end-to-end customer experience strategy and transformed support operations using data and automation to improve CSAT, efficiency and cost metrics while aligning regional and global teams.
Head of Customer Success
Time Jobs
Feb 2021 - Apr 2022 (1 year 2 months)
Managed country-level revenue and KPI targets, led client portfolio maintenance and upsell activities, built customer-centric processes and trained teams in Perú and Ecuador to improve NPS, CSAT and retention.
SELed Issue-to-Prevention & VIP programs for the Andean cluster, driving tool adoption and mindset shifts that increased CSAT and reduced response times while implementing data-driven CX initiatives across six countries.
Education
Degrees, certifications, and relevant coursework
SUSaint Leo University
Bachelor of Business Administration, Business Administration
Pursuing Bachelor's Degree in Business Administration with expected completion in 2026.
UPUniversidad del Pacífico
Executive Education Certificate, Strategic Management / Digital Transformation
2023 - 2023
Completed Senior Strategic Management - Digital Transformation program at Universidad del Pacífico in Lima.
Business School of Innovation and Entrepreneurs
Certificate, Digital Customer Experience Management
Completed Digital Customer Experience Management program in Barcelona.
CICibertec
Certificate, Project Management
Completed Project Management program focused on PMBOK 6th Edition.
UPUniversidad del Pacífico
Certificate, Customer Experience
Completed Customer Experience, Design & Management program at Universidad del Pacífico in Lima.
I.E.P. República de Venezuela
High School Diploma, High School
Completed high school education at I.E.P. República de Venezuela in Callao.
Tech stack
Software and tools used professionally
Availability
Location
PeruAuthorized to work in
Job categories
Skills
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