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Valeria Morales

@valeriamorales2

Operations & Customer Success Manager at Stellar Development Foundation, who cut manual effort by ~80% with automation.

At Stellar Development Foundation (Vibrant - Vesseo), I built operational infrastructure for a fintech scaling from 1.5k to 4.5k+ MAU, including playbooks, SOPs, escalation paths, and compliance workflows. Working with Engineering, I helped automate payment workflows and manual processes, cutting manual effort by ~80%.

I also designed 200+ multilingual AI-assisted macros and workflows, and hired and developed 20+ Customer Success professionals, mentoring four into leadership roles. I’ve worked across fintech, blockchain, and crypto operations, turning customer feedback into process and product changes.

Experience

Work history, roles, and key accomplishments

Current

Operations & Customer Success Manager

Current

Stellar Development Foundation

Mar 2022 - Present (4 years 7 months)

Built operational infrastructure for a fintech scaling from 1.5k to 4.5k+ MAU, including playbooks, SOPs, and compliance workflows. Led CS operations for a humanitarian aid program and managed rebrand migration.

AI Zendesk Intercom Google Workspace Process Design Knowledge Management Compliance Risk Customer Success Team Leadership Project Management

Implementation Consultant

Samsara

Aug 2023 - Feb 2024 (6 months)

Led onboarding and 30-day adoption for 50–90 customer accounts per month, running implementation workshops and executive training sessions. Managed customer health in Salesforce and Gainsight.

Salesforce Gainsight Customer Onboarding Training Customer Health

Senior Customer Specialist

CoinMetro

Nov 2021 - May 2022 (6 months)

Delivered high-level multilingual support for a global crypto platform and collaborated with Product and Engineering to streamline CS processes. Surfaced actionable customer insights that informed product and operational roadmaps.

Customer Support Multilingual Cryptocurrency Product Collaboration Process Improvement

Senior Customer Support Specialist / Data Analyst

Bitso

Jun 2020 - Oct 2021 (1 year 4 months)

Analyzed support performance and ticket categorization to identify operational improvements across Brazil, Argentina, and Mexico. Executed fraud investigations and compliance reviews in a regulated environment.

Data Analysis Fraud Investigation Compliance Help Center Content Self Service

Business Intelligence Intern

Grupo Gigante

Jan 2019 - Jun 2019 (5 months)

Conducted market and commercial research to inform operational strategy and align with customer preferences.

Market Research Commercial Research Operational Strategy

Customer Service Rep to QA Assistant

Telvista

Apr 2016 - Jul 2018 (2 years 3 months)

Promoted twice based on performance into Quality Assurance, leading onboarding and QA evaluations. Supported revenue growth through consultative sales and exceptional customer service.

Customer Service Quality Assurance Onboarding Consultative Sales