HUBSPOT
Christian Franzzoni Acosta
ACCOUNT MANAGER
Ciudad de México
Summary
Seasoned Operations Manager and talented leader with 7 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
5
5
years of post-secondary education
3
3
Certificates
1
1
Language
Work History
Customer Success Manager
General Motors
- Customer Success Manager for GM/OnStar
LEAD AUDITOR ISO 9001 14001 45001
Independiente
- Mentored junior auditors on best practices in conducting efficient and effective audits that adhered to professional standards and ethics requirements.
- Championed a proactive approach to risk management by identifying trends in non-conformance data and suggesting preventive measures for future success.
- Communicated with project stakeholders to convey requirements of technical and process improvements.
- Played an integral role in preparing organizations for successful external audits resulting in certification renewals or new certifications being awarded as appropriate.
Account Manager
CENTURION SOLAR ENERY
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed customized account plans for clients to help them achieve their business goals.
Call Center Supervisor
Qualfon Telemark
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Qa agent
Allstate Insurance
- Agent in charge of qa metrics for cx service agents
Operations Manager
unosquare
- General operations manager coordinating activities for the state of Morelos
Education
Ingenieria en Industrial -
Universidad Autónoma del Estado de Morelos
08.2014 - 05.2019
Skills
Microsoft Word
Microsoft Excel
Servicio al Cliente
Habilidades de comunicación
Administración del tiempo
inglés
Enseñanza
Auditor líder iso 9001, 14001 y 45001 (2 años)
Experiencia administrativa
Entrenamiento y desarrollo
Administración del desempeño
Habilidades organizativas
Gestión de equipo de trabajo (5 años)
Liderazgo de proyectos (5 años)
Six Sigma
5S
Lean Manufacturing
Investigación
Customer Relationship Building
Customer Service
Customer Retention
Strategic communications
Strategic Planning
Training and mentoring
Account Management
CRM Software
Schedule Management
Records Management
Project Planning
Analytical Thinking
Problem-Solving
Certification
Cambridge English First (FCE)
Software
MS OFFICE
CALL MONITORING
Timeline
Ingenieria en Industrial -
Universidad Autónoma del Estado de Morelos
08.2014 - 05.2019
Customer Success Manager
General Motors
LEAD AUDITOR ISO 9001 14001 45001
Independiente
Account Manager
CENTURION SOLAR ENERY
Call Center Supervisor
Qualfon Telemark
Qa agent
Allstate Insurance
Operations Manager
unosquare
Personal Information
Willing To Relocate: cualquier parte
Personal Information
Willing To Relocate: cualquier parte