Erik Peñuñuri
Resumen profesional
Customer Success and Customer Support Leader with 5+ years of experience leading customer-facing operations, developing high-performing teams, and driving exceptional customer experiences across Latin America. Proven success managing customer relationships, coaching support teams, optimizing operational processes, and delivering measurable business results through KPI-driven performance management. Experienced in customer escalations, service quality, cross-functional collaboration, onboarding, process improvement, and CRM management. Recognized for building engaged teams, improving customer retention, streamlining operations, and creating scalable support processes while maintaining a customer-first mindset.
Datos destacados
7
7
years of professional experience
Experiencia
Regional Customer Success Manager
BePrime
01.2023 - 08.2026
- Lead regional Customer Success initiatives across Latin America, ensuring exceptional customer experiences while driving retention, operational excellence, and business growth.
- Led regional Customer Success operations supporting enterprise customers across LATAM.
- Increased customer retention by 25% through proactive account management and customer engagement strategies.
- Designed and implemented a structured onboarding framework that reduced time-to-value by 30%.
- Managed customer escalations, ensuring timely resolution and high customer satisfaction.
- Monitored operational KPIs and service performance to improve team efficiency and customer outcomes.
- Coached and mentored customer-facing team members, promoting continuous learning and professional development.
- Collaborated closely with Sales, Operations, Product, and Technical teams to improve customer experience.
- Standardized operational processes, documentation, and best practices to improve consistency.
- Created executive reports and performance dashboards using Salesforce and Power BI.
- Led continuous improvement initiatives that enhanced operational efficiency and service delivery.
Material Group Leader
Henkel
01.2020 - 01.2023
- Led operational teams responsible for materials management while ensuring service quality, process efficiency, and operational excellence within a fast-paced manufacturing environment.
- Managed daily operations and team performance to consistently achieve operational targets.
- Reduced operational costs by 20% through Lean initiatives and continuous improvement projects.
- Developed and coached team members to improve productivity and engagement.
- Tracked operational KPIs and implemented corrective action plans.
- Supported internal and external audits, ensuring compliance with quality standards.
- Coordinated cross-functional teams to improve workflow efficiency.
- Implemented standardized operating procedures to improve consistency and quality.
Formación
Licenciatura en Ingeniería Civil -
ESIA ZACATENCO
México, MEX /2012 - /2017
Enfatiza tus habilidades clave
- Customer Success Leadership
- Customer Support Operations
- Team Leadership & Coaching
- Customer Experience (CX)
- Customer Satisfaction
- Escalation Management
- Performance Management
- KPI & SLA Management
- Quality Assurance
- Process Improvement
- Training & Development
- Cross-functional Collaboration
- Operational Excellence
- Salesforce CRM
- SAP
- Power BI
- Data Analysis
- Change Management
- Project Management
- Microsoft Excel (Advanced)
- Microsoft Office Suite
- Google Workspace
- Customer-Centric Leadership
- Coaching & Mentoring
- Conflict Resolution
- Strategic Thinking
- Communication Skills
- Relationship Building
- Continuous Improvement
- Problem Solving
- Adaptability
- Collaboration
- Results-Driven Leadership
Éxitos profesionales
- Increased customer retention by 25%
- Reduced onboarding time by 30%
- Reduced operational costs by 20%
- Improved operational efficiency by 30%
- Managed regional operations across Latin America
- Led customer escalation management
- Built and developed high-performing teams
- Implemented continuous improvement initiatives
- Enhanced customer experience through process optimization
Personalizado
- Customer-Centric Leadership
- Coaching & Mentoring
- Conflict Resolution
- Strategic Thinking
- Performance Management
- Communication Skills
- Relationship Building
- Continuous Improvement
- Problem Solving
- Adaptability
- Collaboration
- Results-Driven Leadership
Cronología
Regional Customer Success Manager
BePrime
01.2023 - 08.2026
Material Group Leader
Henkel
01.2020 - 01.2023
Licenciatura en Ingeniería Civil -
ESIA ZACATENCO
/2012 - /2017