Paula López Benavides

Experience

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  GIE AXA (Headquarter)

  Jan 2014 - Jan 2015

  Project Manager

  - Collaborated closely with internal business units to discern their unique requirements, facilitating the design and development of tailored websites.- Strategically analyzed client needs and expectations, crafting project scopes aligned with timelines and available resources, ensuring successful outcomes.- Orchestrated recurring meetings to manage client expectations, exercising stringent scope control to uphold project deadlines and optimize budget utilization.- Delivered comprehensive training sessions and engaging demonstrations to clients, ensuring seamless adoption and satisfaction with the developed websites.- Maintained transparent communication channels, providing regular updates on client statuses and promptly escalating issues to relevant teams for swift resolution.Achievements & Recognitions: - Spearheaded a revolutionary approach to defining project scope during the initiation phase, resulting in a remarkable 37% improvement in project productivity and performance. This innovative methodology not only streamlined processes but also significantly enhanced client satisfaction and project outcomes. Vis mindre

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  Eulerian Technologies

  Jun 2014 - Dec 2014

  Junior Strategic Account Coordinator

  - Managed a diverse account portfolio, serving as the primary point of contact for resolving service-related issues promptly and effectively.- Excelled as an escalation manager, orchestrating swift resolutions for all customer support matters within designated timeframes, ensuring maximum client satisfaction.- Implemented rigorous support quality control measures, leveraging Key Performance Indicators (KPIs) to uphold and exceed service standards consistently.- Delivered impactful quarterly reports and presentations to clients, showcasing performance metrics including KPIs, Action Logs, and Issues Logs, fostering transparency and alignment.Achievements & Recognitions: Spearheaded a robust escalation management system, resulting in a remarkable 20% reduction in resolution time for customer support issues. Instituted comprehensive quality control measures, elevating service standards by 25% and garnering accolades from clients for outstanding support delivery. Vis mindre

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  SAP Concur

  Jun 2015 - Aug 2019

  Customer Success Manager

  As a Customer Success Manager at SAP Concur, I led a diverse portfolio of high-profile clients, including French Government Contractors and Premium accounts, building lasting relationships based on trust and collaboration. My role centered on bridging the gap between clients and cross-functional teams, streamlining communication, and resolving challenges efficiently. Some of my key responsibilities were:- Coordinated seamless communication between clients and cross-functional technical teams, enhancing workflow efficiency and resolving complexities.- Championed client interests by delivering precise feedback to internal teams, driving tailored solutions aligned with client objectives.- Conducted comprehensive Quarterly Business Reviews (QBR) onsite, collaborating with client executives and technical consultants to strategize and optimize performance.- Proactively devised and tracked Key Performance Indicators (KPIs), facilitating transparent assessment of client progress toward goals.- Elevated internal Customer Success Program effectiveness by serving as a primary escalation point, swiftly resolving issues, and enhancing overall satisfaction.- Leveraged expertise to mentor team members, guiding them in navigating complex client scenarios and optimizing service delivery.- Facilitated seamless onboarding processes for new and recurring clients post-implementation of SAP Concur services and products.Some of my Achievements & Recognitions: - Recognized as the "Most Valuable Player" consecutively for two periods within the team, credited for adeptly addressing client escalations. - Selected for the prestigious SAP Catalyst program, showcasing leadership and impact within the organization. Vis mindre

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  Lyndon Group

  Dec 2021 - now

  Senior Strategic Consultant

  As a seasoned Travel and Expense Consultant, I have had the privilege of partnering with diverse companies across various industries to optimize, deploy, and manage their Travel and Expense program. My role involves collaborating closely with clients to understand their unique travel needs, crafting comprehensive policies, and ensuring the successful implementation and maintenance of Concur Travel and Expense solutions. My focus is to drive adoption and make sure my clients are utilizing Concur's full potential so that they feel confident with the return on the investment.Some of my Key Responsibilities are:- Be the primary point of contact and trusted advisor of a diverse portfolio of enterprise clients. Be the "go-to" expert to consult about their T&E program.- Lead customer strategic calls to evaluate the overall health and performance of their T&E program. Identify needs, areas of improvement, and optimization.- Conduct business reviews, present KPIs, and support the sales team with renewal and add-ons.Some of the projects I participated:- Travel and Expense Policy Development- Concur Implementation and Maintenance- Project Management for Concur expansion projects and API/Connectors implementation- Corporate credit card program management and credit card feed implementationSome of my achievements are:- Achieved a 100% portfolio renewal rate, demonstrating exceptional client satisfaction.- Designed and implemented an audit strategy that efficiently cleared a backlog of over 600 expense reports, enhancing compliance and accuracy.- Recognized and receiver of the Lyndon Group award "The Client Whisper" as proof of my ability to build long-lasting relationships with my clients. Vis mindre