Juan Pablo

Leverage Crew Resource Management (CRM) principles to mentor and instruct students in high-stakes environments, ensuring 100% adherence to safety protocols and technical excellence.

- Translate complex aeronautical data and navigation charts into actionable learning plans, facilitating successful certification for the next generation of pilots.

- Tools used: Advanced Navigation Systems, Radio Communication, and Flight Training software.

Headed the customer support initiatives for the Mudflap Driver platform, directly resolving high-level technical issues to maintain top-tier user satisfaction.

- Liaised between cross-functional teams and the user base to relay critical product feedback, driving continuous platform improvements and fostering long-term customer loyalty.

- Tools used: CRM systems, internal support tools like Zendesk and Stripe, and Slack for cross-team coordination.

Grammarly (CloudTask Partner)

Executed top-of-funnel lead qualification by researching potential clients and educating prospects on the value proposition of Grammarly’s SaaS solutions.

- Optimized the sales pipeline by ensuring high-quality hand-offs to the closing team, contributing to improved conversion rates.

- Tools used: Salesforce, HubSpot, and LinkedIn Sales Navigator.

Led a high-performing support team by developing new departmental policies and using customer service analytics to drive performance recommendations.

- Conducted deep-dive KPI analysis, resulting in measurable improvements in CSAT and ticket resolution times through structured coaching plans.

- Tools used: Zendesk, Tableau for data reporting, and G-Suite.

Analyzed user experience data to identify friction points within the mobile application, collaborating with engineering teams to improve QA standards.

- Monitored and reported on UX metrics to ensure high-quality onboarding and retention for the platform's user base.

- Tools used: MySQL for database analysis, Excel (Advanced), and internal QA monitoring software.