Priscilla Sosa Delgadillo
@priscillasosadelgadi
I improve SaaS and e-commerce customer experiences through KPI analysis, CRM operations, and process improvement.
MexicoWhat I'm looking for
At Saeko, I support B2B SaaS clients across private and government sectors, achieving 95.7% first-contact resolution and 98.7% service level. I manage tickets, CRM data, NPS indicators, client conflicts, KPI reporting, and continuous process improvements.
I've also coordinated B2C e-commerce operations across Amazon and Shopify, including listings, inventory, FBA/FBM logistics, customer service, and digital retail planning. Previously, I led a four-person immigration services and CX team, overseeing KPIs, SLAs, upselling, satisfaction analysis, and process standardization.
Experience
Work history, roles, and key accomplishments
Customer Experience Analyst
SAEKO
Jan 2024 - Present (2 years 7 months)
Managed B2B SaaS customer experience, achieving 95.7% FCR and 98.7% service level. Led onboarding, analyzed feedback, and managed NPS and conflict resolution.
Customer Success & E-Commerce Coordinator
Grupo Altegra - SIETTE
Sep 2023 - Jan 2024 (4 months)
Managed B2C sales on Amazon, including listings, A+ content, and conversion optimization. Handled inventory, logistics, CRM, and customer service via Amazon and Shopify.
Department Leader - Immigration Services and CX
SEAL Servicios Internacionales
Apr 2022 - Sep 2023 (1 year 5 months)
Led a team of 4, overseeing KPI/SLA compliance and full B2C sales cycle with upselling strategies. Analyzed satisfaction surveys and standardized high-demand processes.
Education
Degrees, certifications, and relevant coursework
Universidad Autónoma del Estado de Hidalgo
Bachelor's Degree, Tourism
2017 - 2021
Completed a Bachelor's degree in Tourism, gaining knowledge in customer service and international business.
CBTIS 222
Technical High School Diploma, Programming
2013 - 2016
Earned a technical high school diploma in programming, building foundational technical skills.
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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