Xochilt Ruiz
@xochiltruiz
Customer Success and Technical Support specialist driving retention and adoption.
NicaraguaWhat I'm looking for
I am a dynamic Customer Success and Technical Support specialist with over five years of experience in B2B and B2C environments, focused on building strong client relationships and delivering effective technical solutions.
At Concentrix Nicaragua I managed a portfolio of B2B clients, achieving a 95% client retention rate through proactive account management and tailored solutions, and provided Tier 1 and Tier 2 technical support resolving 90% of issues on first contact.
I bring expertise in Adobe Creative Suite, Microsoft Office, and educational informatics, combined with bilingual communication in English and Spanish and a collaborative, problem-solving mindset.
I seek to leverage my technical troubleshooting, client management, and training experience to drive product adoption, improve customer satisfaction, and support measurable business growth.
Experience
Work history, roles, and key accomplishments
Customer Success Associate
Concentrix
Jan 2023 - Present (3 years 1 month)
Managed a portfolio of B2B clients, achieving a 95% client retention rate through proactive account management and tailored solutions; coordinated cross-functional teams to resolve escalations and improve product adoption.
Technical Support Representative
Concentrix
Jan 2020 - Jan 2023 (3 years)
Delivered technical support resolving 90% of issues on first contact for a diverse client base, handling hardware and software troubleshooting while maintaining high customer satisfaction scores.
Teacher of Basic Informatics
MINED
Jan 2015 - Jan 2020 (5 years)
Designed and delivered basic informatics training for educators, promoting classroom technology adoption and improving digital literacy among teachers and students.
Education
Degrees, certifications, and relevant coursework
UMUniversidad Nacional Autónoma de Nicaragua (UNAN Managua)
Bachelor of Educational Informatics, Educational Informatics
2015 - 2020
Activities and societies: Designed and delivered basic informatics training for teachers to promote technology adoption in classrooms.
Completed a Licenciatura in Educational Informatics, including designing and delivering basic informatics training for educators.
Instituto Nacional Darío
High School Diploma, Secondary Education
2009 - 2014
Activities and societies: Participated in informatics-related coursework and activities.
Completed secondary education (Bachiller de Secundaria) with involvement in basic informatics-related activities.
Availability
Location
NicaraguaAuthorized to work in
Job categories
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