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Roxana Arias
Customer Success Manager
Heredia
Summary
Results-oriented customer success manager with +10 years of experience providing customized solutions to customers. Skilled in providing attentive customer service, managing customer relationships through customer relationship software, and increasing customer retention by fostering long-term relationships. Excellent interpersonal and communication skills -English, Portuguese, and Spanish speaker - , a strong work ethic and the ability to effectively handle pressure without compromising quality service.
Overview
21
21
years of professional experience
3
3
Languages
Work History
Customer Success Manager
Syniverse
11.2022 - Current
- Act as main point of contact for Enterprise Customers in Brazil, USA, and LA regarding business service issues, questions, and concerns - portfolio of customers with average of 18 million USD annual profit-
- Coordinate internal resources, including technical support, professional services and management resources in order to meet account performance objectives and customers' expectations
- Proven ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time-management
- Building strong, executive relationships with global customers by fully understanding their business model, technology footprint, strategic growth plans, technology strategy, and competitive landscape
- Experience in SaaS, software, or technology industries and experience with CRM systems.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients - QBRS-.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Customer Support Manager
Egoditor GmbH
3 2020 - 11.2022
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Improved customer satisfaction/loyalty scores through application of superior conflict resolution and problem-solving skills.
- Maintain continuous communication with customers and offer long-term support to strengthen the customer relationship as well as the usage of upselling potential
- Proven ability to build and maintain strong relationships with a diverse set of internal and external stakeholders including senior level executives, legal, technical, finance, sales and marketing experts.
Online Store Administrator/Senior Customer Service Executive
Rational Group
11.2006 - 03.2019
- Improved operational efficiency through regular evaluation of store policies and procedures, implementing necessary changes.
- Handled customer complaints professionally, resolving issues quickly to maintain client satisfaction levels.
- Collaborated closely with department managers to ensure smooth daily operations within each area of the store.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.
- Promoted superior experience by addressing customer concerns - addressing inquiries about products, delivery, shipment, returns-, demonstrating empathy, and resolving problems swiftly.
Call Center Manager
Silver Arrow
10.2003 - 11.2006
- Proactively identified areas of opportunity within the call center operation to drive continuous improvement efforts.
- Optimized resource allocation through effective workforce management techniques, balancing workload with staffing needs.
- Conducted regular performance evaluations for team members, providing constructive feedback for continued growth and improvement.
- Introduced quality assurance measures to track agent performance, resulting in improved service consistency across the team.
- Collaborated with cross-functional teams to develop strategies for improving overall call center performance.
- Facilitated weekly team meetings focused on identifying trends in customer inquiries and discussing strategies for addressing common pain points.
- Mentored and coached team members, fostering a supportive and collaborative work environment.
- Created an inclusive team culture that prioritized diversity and inclusion initiatives for better collaboration among employees.
- Established clear communication channels between agents, supervisors, and other departments for efficient problem-solving processes.
- Managed high-stress situations effectively, ensuring timely resolution of escalated customer issues.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Defined clear targets and objectives and communicated to other team members.
Education
Major English Litrerature -
Universidad De Costa Rica
Business Administration - undefined
Instituto Tecnológico de Costa Rica
Skills
Problem-solving aptitude
Effective Communication
Project Planning
CRM Software
Customer Retention
Customer Service
Customer Relationship Building
Customer Account Management
Team building
Teamwork and Collaboration
Stakeholder Management
Computer Skills
Software
Intercom
Zendesk
Salesforce
Stripe
IQMS
Timeline
Customer Success Manager
Syniverse
11.2022 - Current
Online Store Administrator/Senior Customer Service Executive
Rational Group
11.2006 - 03.2019
Call Center Manager
Silver Arrow
10.2003 - 11.2006
Customer Support Manager
Egoditor GmbH
3 2020 - 11.2022
Major English Litrerature -
Universidad De Costa Rica
Business Administration - undefined
Instituto Tecnológico de Costa Rica
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