Experience

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  Wakefield inspection services

  Jan 2009 - Jan 2015

  Administrative assistant

  Prepared weighing certifications for 1000+ cotton shipments imported in Colombia.Supervised cotton weighing processes for these shipments, ensuring accuracy and compliance.Conducted cotton damage surveys, identifying potential issues and facilitating quality control.

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  Logistica s.a.

  Feb 2013 - Jun 2013

  Inventory analyst intern

  Ensured availability of goods and materials to satisfy customers’ needs

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  International studies abroad (isa)

  Mar 2015 - Jun 2018

  Student services coordinator

  Enhanced study abroad programs by partnering with Universidad del Norte and ISA, increasing student enrollmentLed over 20 excursions and cultural activities, improving students' cultural immersion and satisfaction ratings.Supported the development of additional services and new initiatives, as well as establishing new partnerships with fellow educational institutions both national and internationally.Boosted ISA Barranquilla's social media followers and engagement by through strategic content management.Achieved a 35% increase in student engagement by implementing the Schoology platform and developing enriching content.Contributed to ISA Barranquilla winning second place in the Most improved NPS score among all ISA programs 2017 contest Show less

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  Nuvola (mynuvola.com)

  Apr 2019 - Jan 2020

  Customer success associate

  Served as the primary liaison for 100+ customer accounts, addressing all inquiries and concerns.Strengthened client relations, resulting in a 25% increase in customer satisfaction scores.Achieved on-time delivery rate for Nuvola’s solutions, meeting customer expectations.Trained and onboarded 100+ customers, enhancing product understanding and engagement.Managed online and offline support channels, ensuring comprehensive customer assistance.Contributed to the creation of new technology tools, meeting the precise needs of customers. Show less

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  Nuvola, inc

  Feb 2020 - Jun 2020

  Customer success manager, latam

  Led LATAM team, ensuring timely service delivery to 100+ accounts across the region.Achieved a succesful user adoption rate by guiding LATAM clients through software onboarding and training.Enhanced product design by incorporating feedback from LATAM clients, influencing over 10 major UX improvements.

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  Hubspot

  Jul 2020 - now

  The Customer Success Team Lead Program is a six month in-role experience designed to expose high-performing reps to key aspects of Customer Success Management and Project Management.Achievements:Participated for 2 consecutive rotations, completing a full year in the program while performing duties as a Customer Succes Manager.Supported 10 ramping reps (tenure ranging from months 3-12), focusing on coaching and competency development.Supported rep skill development through 1:1 & group coaching sessions.Managed 10 +interviews/recruitment processes and forecasting activities, supporting manager-level responsibilities.Contributed to the CS Org in enterprise value initiatives focused on Revenue Retention goals, such as enablement resources focused on driving customer growth, preventing churn and facilitating product knowledge for ramping reps.Led Diversity, Inclusion & Belonging initiatives, promoting workplace diversity and improving team cohesionAttaintment 118,3% Show less

  • Senior Customer Success Manager

    Oct 2022 - now

  • Program Lead Rotational CSM

    Oct 2023 - Apr 2024

  • Team Lead, Customer Success Manager

    Oct 2021 - Oct 2022

  • Associate Customer Success Manager

    Jul 2020 - Oct 2021