Ronja Moreno Alas
@ronjamorenoalas
Bilingual customer success manager with expertise in retention strategies.
United StatesWhat I'm looking for
I am a bilingual customer success manager with over 8 years of experience in customer service and experience management. My career has been dedicated to optimizing customer success and retention strategies, particularly in tech, digital, and service-based industries. I have a proven track record of driving cross-functional collaboration and performance improvements, which has led to significant enhancements in customer satisfaction and retention.
Currently, I manage multiple teams of bilingual customer experience professionals at Noom, where I have successfully implemented best practices that resulted in a 15% increase in customer satisfaction and a reduction in churn. My leadership experience spans over 5 years, during which I have excelled in coaching and developing high-performing teams in fast-paced, remote environments. I leverage data-driven insights to enhance customer experiences and streamline workflows, ensuring operational efficiency and excellence in service delivery.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager
NOOM
Oct 2021 - Present (3 years 8 months)
Managed multiple teams of bilingual customer experience professionals, driving customer retention through proactive issue resolution and personalized service delivery. Developed best practices that improved customer support processes, leading to a 15% increase in customer satisfaction and reduced churn. Oversaw performance metrics and spearheaded team development initiatives.
Bilingual User Support Specialist
NOOM
Sep 2020 - Oct 2021 (1 year 1 month)
Delivered high-level customer support, achieving top-tier CSAT scores. Provided Level 2 technical support to German and English-speaking customers, resolving complex issues related to app functionality. Contributed to the development of knowledge resources and participated in enhancing internal tools for improved customer support efficiency.
Assistant Tourism Program Manager
TravelWorks
Sep 2017 - Jul 2019 (1 year 10 months)
Managed recruitment and intake processes for African volunteer programs, ensuring a smooth onboarding experience. Created and launched a new Au Pair program, improving service delivery and retention. Mentored high school exchange students, providing support that resulted in improved retention rates.
Education
Degrees, certifications, and relevant coursework
IUIUBH University
Bachelor of Arts, Tourism Management
2018 - 2022
Studied Tourism Management, focusing on the principles of managing tourism services and understanding customer needs in the tourism sector.
Berufskolleg Münster
Associate of Arts, Management Assistance
2017 - 2019
Pursued an Associate degree in Management Assistance for Tourism, gaining skills in administrative support and management within the tourism industry.
UOUniversity of Osnabrück
Education and Teaching Program, Education
2016 - 2017
Engaged in an Education and Teaching Program, focusing on pedagogical skills and educational methodologies.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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