MARIO LORIA RAYA
Operations And Project Specialist
Quintana Roo
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success in Generative AI projects.
Overview
4
4
year of professional experience
3
3
Certifications
Work History
Customer Success Manager
Scale AI
12.2023 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Created customer support strategies to increase customer retention.
- Led a team of 18 Customer Success Agents to improve communications, raising satisfaction scores by over 25%.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with the product team to communicate customer feedback, resulting in product enhancements.
Quality Assurance Specialist
Scale AI
9 2020 - 12.2023
- Team Lead of several projects, in charge of teams of over 20 people performing Quality Control of data, including Image and Video Annotation, Audio Transcription and Evaluation, 3D Lidar Mapping, Product Catalogs, and Web Page Data Extraction.
- Part of the operational processes helping for their success, achieving the highest quality and customer love.
- Support of the day-to-day delivery of customer commitments.
- Collaborated with stakeholders to improve processes for customers.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Completed reports every week to deliver to the clients and ensure SLAs were being met.
Education
Bachelor of Science - Electrical Engineering
Instituto Tecnologico De Chetumal
05.2001 -
Ohio Program of Intensive English -
OHIO UNIVERSITY
11.2018
English Summer Course -
ILSC Education Group
07.2017
Skills
Customer Account Management
Problem Solving
Critical Thinking
Microsoft Office
Zendesk
Slack
G Suite
Tableau
Airtable
English – Advanced, Level C2 (CEFR)
Certification
IBM Data Science Professional Certificate
Timeline
Customer Success Manager
Scale AI
12.2023 - Current
Bachelor of Science - Electrical Engineering
Instituto Tecnologico De Chetumal
05.2001 -
Quality Assurance Specialist
Scale AI
9 2020 - 12.2023
Ohio Program of Intensive English -
OHIO UNIVERSITY
English Summer Course -
ILSC Education Group