Aldana Morales

Experience

• 

  Study Team

  Mar 2016 - Dec 2016

  Tutor

  I provided tutoring for elementary and middle school students in Study Team - Comprehensive Learning Center.

• 

  Accenture

  Dec 2016 - Nov 2020

  I am the team lead of CRM Team in Buenos Aires. I am responsible of conducting quality analysis of CRM agents as well as reporting metrics and predictive analysis to our Leadership. I encourage collaboration on my team to help drive change and innovation on our daily processes using Accenture’s FORM Methodology which includes Design Thinking, Storytelling and Agile techniques.Since August 2019, I run and analyze reports to detect travelers who are uncompliant with North America immigration and tax laws and regulations, implementing solutions to minimize company’s risk. Since January 2019, I help manage critical incidents by coordinating with cross-functional teams and stakeholders. I perform the root's causal analysis for the critical/escalated cases and help build and implement best practices on different processes. Show less

  • Business Operations Senior Analyst

    Mar 2020 - Nov 2020

  • Business Operations Analyst

    Feb 2019 - Mar 2020

  • Business Operations Associate

    Dec 2016 - Feb 2019
• 

  Mural

  Nov 2020 - now

  - Lead customer onboarding, education, and ongoing support initiatives to ensure the successful adoption of Mural’s collaborative tools.- Function as the primary point of contact for key accounts, fostering relationships, and understanding customer needs to drive product usage and engagement.- Collaborate with cross-functional teams to relay customer feedback, contributing to the continuous improvement of products and services.- Implement customer success best practices, including developing resources and workflows to enhance the customer experience.- Manage customer health metrics and conduct regular business reviews to understand ROI and align Mural's offerings with customer goals. Show less In my role, I focus on providing a world-class onboarding experience with a customer-centric mindset. I work with clients from fortune 500 companies to NGOs and Higher Education institutions to implement best practices for remote work. My responsibilities include:• Develop and maintain a strong understanding of assigned Enterprise customer portfolio, creating measurable desired outcomes, and customizing onboarding packages and touchpoints• Onboard customers into MURAL by facilitating engaging and interactive training sessions while utilizing Design Thinking, Agile, LUMA and other creative disciplines to empower MURAL members to effectively run more engaging meetings, planning sessions, and projects• Partner with customers to provide the tools and training they need to meet their collaboration and business goals through building out success planning• Share customer needs and feedback with cross-functional teams (Community, Marketing, Product, Sales) to prioritize an innovative customer experience• Contribute to our shared knowledge base (i.e. creating and maintaining MURAL training sessions, templates, playbooks, etc.) Show less

  • Customer Success Manager

    Jun 2023 - now

  • Onboarding Specialist

    Oct 2021 - May 2023

  • Team Enablement Specialist

    Nov 2020 - Oct 2021