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Ronja Moreno Alas

@ronjamorenoalas

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Bilingual customer success manager with expertise in retention strategies.

United States

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What I'm looking for

I am looking for a role that fosters collaboration and innovation, where I can leverage my skills in customer success and team leadership to drive growth and enhance customer experiences.

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

Current

Customer Experience Manager

Current

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.

Customer Retention Customer Experience Augmentation Data Analysis Zendesk Salesforce

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.

Customer Support Technical Support Internal Tools CSAT

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.

Onboarding Mentorship Service Delivery Retention

Education

Degrees, certifications, and relevant coursework

IUBH 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.