Pablo Joaquin Wilkerson
Mérida, Yucatán,YUC
Summary
Accomplished at Fleet Complete, I leveraged project management and exceptional communication skills to exceed sales goals and drive a $2.5M ARR increase. Expert in nurturing client relationships and leading cross-functional teams, I significantly enhanced customer satisfaction and operational efficiency, showcasing a proven track record in portfolio growth and team mentorship.
Professional with proven track record in project support, skilled in coordinating tasks, managing schedules, and ensuring project milestones are met. Strong focus on team collaboration, adaptable to changing needs, and consistently reliable. Expertise in project management software, resource allocation, and stakeholder communication. Known for problem-solving abilities and keen eye for detail, driving projects to successful completion.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Enterprise Relationship Manager
Fleet Complete
08.2024 - Current
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Developing and executing customer retention strategies, analyzing churn data to identify trends and implementing targeted actions to improve customer engagement and satisfaction.
- Managing a portfolio of strategic accounts, ensuring clients receive tailored support and resources to maximize their use of Fleet Complete’s solutions and achieve their business goals.
- Leading onboarding and training projects for new clients, coordinating cross-functional teams to ensure seamless implementation and integration of our products into their operations.
- Facilitating regular check-ins and business reviews with clients, presenting data-driven insights and recommendations to optimize their experience and drive value.
- Collaborating closely with product and engineering teams to address client feedback and advocate for enhancements that align with customer needs, thereby improving overall satisfaction.
- Mentoring and coaching junior Customer Success team members, sharing best practices and providing guidance on customer interactions to foster a culture of excellence within the team.
- ARR: 2'500,000.00 CAD
Bilingual Enterprise Relationship Manager
Fleet Complete
06.2024 - 08.2024
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Manage a portfolio of high-value clients, acting as their main point of contact to provide continuous support, product information, and strategic guidance.
- Onboard and train clients on Fleet Complete’s products and services, ensuring smooth adoption and maximizing their return on investment.
- Monitor and analyze client usage data to identify optimization opportunities and proactively address any potential issues or obstacles.
- Collaborate with internal teams (sales, product, and support) to resolve complex client challenges and improve overall service delivery.
- Develop and maintain strong relationships with key stakeholders to foster customer loyalty and ensure renewals and upselling opportunities.
- Collect and relay customer feedback to product teams, contributing to the continuous improvement of Fleet Complete’s offerings based on user needs.
- ARR: CAD $1,500,000.00
Bilingual Technical Support Specialist
Fleet Complete
04.2023 - 03.2024
- Provided exceptional technical support service, leading to high levels of customer retention and loyalty.
- Exceeded departmental goals regarding response time and issue resolution rates by consistently providing top-notch customer service.
- Maintained detailed records of customer interactions, identifying areas for improvement in the support process.
- Evaluated emerging technologies for potential implementation within the organization''s support framework.
- As a Tier 1 Technical Support Agent, I was responsible for delivering first-line customer support and troubleshooting for Fleet Complete's suite of telematics and fleet management solutions. My key responsibilities included:
- Providing prompt and efficient technical assistance to customers via phone, email, and chat, resolving issues related to software, hardware, and connectivity.
- Diagnosing and troubleshooting GPS tracking devices, vehicle telematics, and other integrated systems to ensure optimal functionality and uptime.
- Guiding customers through software installations, updates, and configurations, ensuring smooth deployment and user experience.
- Escalating complex technical issues to Tier 2 and engineering teams, while maintaining communication with the client for follow-up.
- Documenting customer interactions and technical solutions in CRM systems, ensuring accurate tracking of support cases and resolutions.
- Collaborating with cross-functional teams to identify recurring technical issues and contribute to process improvements for a better support experience.
Project Manager
Freelance
03.2022 - 09.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Conducted financial audits, ensuring accurate accounting and compliance with regulations.
- Coordinated the integration of project files, streamlining documentation and record-keeping for seamless project execution.
- Supervised, adjusted, and reinstalled hydraulic, sanitary, electrical (single-phase and two-phase), gas LP, and CCTV systems, ensuring functionality and compliance with safety standards.
- Led the supervision and installation of an interior elevator, managing timelines, vendor coordination, and quality control.
- Oversaw the installation and finishing of various structural components, including windows, doors, metalwork, wooden floors, tiles, carpentry, cabinetry, appliances, and water treatment systems, ensuring high-quality craftsmanship and adherence to design specifications.
General Manager
Casa De Camposampiero Hotel Boutiqu
11.2015 - 02.2022
- As Director of Operations at a boutique hotel, I was responsible for leading all operational areas of the establishment, ensuring an exceptional guest experience while optimizing internal efficiency. I focused on managing and overseeing key departments, such as front desk, housekeeping, food and beverage, as well as maintenance and general services. My role involved:
- Ensuring high standards of customer service and personalized hospitality, creating memorable and satisfying experiences.
- Leading and training a multidisciplinary team, fostering a collaborative and excellence-oriented work culture.
- Overseeing the operational budget, cost control, and the implementation of strategies to maximize the hotel's profitability.
- Collaborating with the marketing and sales department to increase occupancy and position the hotel as an exclusive destination.
- Developing and implementing operational procedures to improve efficiency, while maintaining a focus on sustainability and quality.
- Ensuring compliance with local regulations and safety standards, as well as maintaining the hotel’s infrastructure in optimal condition.
Education
Bachelor of Science - Biotechnology
Universidad Autonoma De Yucatan
Mérida, Yucatán, Mexico06-2025
Skills
- Project Management
- Project Planning
- Project planning and development
- Project Scheduling
- Excellent Communication
- Relationship building and management
- Risk Management
- Portfolio Growth
- Time Management
Certification
- Google Project Management Coursera 2024 Sept
- Project Management and Agile Methodology Fundamentals Santander Open Academy 2024 May
- Bussines for All 2024 Harvard Bussines Publishing School 2024 Oct
Hobbies
In my free time, I enjoy landscaping and have pursued this passion by earning a professional certificate from EBAC. This hobby allows me to combine creativity with attention to detail, designing and maintaining outdoor spaces that are both functional and aesthetically pleasing.
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Senior Enterprise Relationship Manager
Fleet Complete
08.2024 - Current
Bilingual Enterprise Relationship Manager
Fleet Complete
06.2024 - 08.2024
Bilingual Technical Support Specialist
Fleet Complete
04.2023 - 03.2024
Project Manager
Freelance
03.2022 - 09.2022
General Manager
Casa De Camposampiero Hotel Boutiqu
11.2015 - 02.2022
- Google Project Management Coursera 2024 Sept
- Project Management and Agile Methodology Fundamentals Santander Open Academy 2024 May
- Bussines for All 2024 Harvard Bussines Publishing School 2024 Oct
Bachelor of Science - Biotechnology
Universidad Autonoma De Yucatan
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