Senior Customer Success Manager | Colombia | B2B SaaS | Salesforce - Telecom & Data Infrastructure - LATAM

Managed and formalized customer loyalty and retention plans for home and mobile services, leveraging customer insights and service improvement initiatives generated through AVA and IDA platforms. Focused on proactively mitigating churn while collaborating with cross-functional teams to maximize profitability and customer loyalty. Over the past year, I helped reduce churn by 20% across a portfolio of 1,800 customers, strengthening customer retention and business profitability.

Acted as the primary relationship contact for strategic corporate accounts across the Caribbean and LATAM. Successfully coordinated technical and commercial operations by resolving 100% of escalations and reducing response times by 65%. Transformed critical challenges into competitive advantages by analyzing data, identifying trends, and implementing strategic solutions that enhanced operational efficiency and strengthened customer relationships.

Assisted the process flow architecture for a self-service platform design, optimizing service delivery for Claro Colombia’s B2B and B2C segments. I facilitated synergy in multicultural work sessions through linguistic mediation in Spanish, English, and Portuguese.

Lead the market penetration and positioning of a Brazilian multinational in the Colombian market. Applying the company's growth vision. I identified niche opportunities, designing customized marketing strategies and distribution channels to ensure a successful operational rollout.

Responsible for the operational optimization of business services, achieving a 15% reduction in resolution times. Acted as the corporate call center lead for a strategic initiative that improved the customer experience and increased customer satisfaction by 8%, integrating new tools into the call center and strengthening collaboration with the Network team.

Orchestrated and monitored the deployment of SCADA systems for the Company within the oil sector, driving 357% operational growth within eight months. Focused on building scalable operating models and leveraging proactive analytics to support operational decision-making for the customer, enhancing the relationship and business performance

Project: Telefonica International Wholesale Services

Responsible for monitoring and controlling operational projects between Telefonica International Wholesale Services (TIWS) and TELECOM telecommunications networks.

• Collaborated on international budget management, ensuring efficient allocation of financial resources.

• Actively participated in the closure of the colocation contract between TIWS and TELECOM, facilitating a successful agreement.

Project: Contecol

The company was awarded a contract under the COMPARTEL program by the Ministry of ICT of Colombia. Monitored the bandwidth quality assigned to 1,600 educational institutions under the CONTECOL and UNICIKMA projects, ensuring network availability and optimal performance.

• Reported every month the "Approved Institutions with Internet" indicator to the company's Operations Management.

• Coordinated the effective and efficient connection of 1,600 public institutions across 28 Colombian states, overseeing 11 contracting companies to ensure the successful implementation of Satellite and 3G Internet solutions across public institutions.

• Ensuring the proper installation and functionality of VSAT systems, verifying signal strength and performance in collaboration with the satellite provider in Miami.

Lead the strategic relocation of the Data Center's servers and telecommunications equipment to a Cisco SONA architecture, ensuring business continuity (University Thesis Project).

- Oversaw financial processes, Data Center, and Telecommunications monitoring systems, ensuring optimal performance and server reliability.

1 year Internship as Telecommunications Engineer