Carlos Mendoza

Experience

• 

  Foundever

  Jan 2016 - Jan 2018

  Coach Cust Svc
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  Foundever

  Feb 2019 - Sept 2024

  As an Account Lead, Operations Manager (CSM and CX), I possess a proven track record of building and managing high-performing teams. I spearheaded the launch of Nicaragua's first dedicated Customer Success Management organization, providing comprehensive B2B services including onboarding, implementation, and account management. -Successfully lead the launch of first Customer Success Management logo in Nicaragua that provided Onboarding-Implementation and Account management services at B2B level -Managed and Lead CSM managers team for Telco company, leader in the Garnet Magic Quadrant for UCaaS, worldwide-Coordinated and executed projects of skill development through content management for associates and supervisors profiles -Overall execution and supervision of operational aspects within the account to successfully achieve associate’s satisfaction, Financial profitability, CX Satisfaction and overall KPI’s goals achievements-Gained clients’ trust that allowed account scaling towards additional Tech Support line of business -Lead Operational Success project transition and continuity of the team to the following approaches:-Companies usage and engagement increase of the product, communication channels, and top features Sales-Continued Tech Support to client’s administrators of the RC product -Design and creation of the process from the inContact prompting to the talk-tracks for holistic CSM approach within Salesforce-KPIs control for conversion of implementation and fostering long term relations. Contact rate influence and follow up -Follow up and Analysis of performance reports on Salesforce for completion and track of the onboarding and implementation stages (QA of interactions, graduated accounts, clients tenure, completion of tasks) -Successful graduation of more than 35M $ ARR on new accounts and customer portfolio of more than $200M ARR during 2024. Show less

  • Operations Manager

    Oct 2019 - Sept 2024

  • Account Lead, Operations Manager (CSM Telco/Tech Support)

    Oct 2019 - Sept 2024

  • Quality Supervisor

    Feb 2019 - Oct 2019
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  Atento

  Feb 2025 - now

  Delivery Manager