Customer service and client/restaurant success professional with a proven track record of managing relationships with over 120 merchants as the primary point of contact. Expertise in training on POS systems, combined with a strong background in leveraging CRMs and KPIs to significantly elevate merchant satisfaction levels. Proficient in utilizing platforms such as Zendesk, Jira, Intercom, HubSpot, and Salesforce to streamline client interactions and resolve issues efficiently. Committed to driving success through innovative solutions and collaborative efforts that enhance overall client experiences, foster retention, and maximize revenue opportunities.
Hi, I’m
Roberto Hernandez Ramirez
Client Success Manager
San Carlos
Summary
Overview
2
Languages
6
years of professional experience
Work History
Petsbukitos
Freelancer
12.2025 - Current
Job overview
- Maintained current and accurate medical records for patients.
- Managed multi-line phone system and pleasantly greeted patients.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Promoted preventive care services by educating clients on the importance of routine check-ups, vaccinations, and dental cleanings.
LYFT
Elite Driver Success
09.2025 - 11.2025
Job overview
- Managed elite driver portfolio, ensuring all documents organized to prevent deactivations.
- Delivered goods and products to customer on time and in excellent condition.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Minimized liability by consistently following road rules when driving.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Followed all relevant traffic laws and safety regulations.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Developed strong client relationships, enhancing trust through professionalism and reliable transportation services.
- Delivered goods and products to customers punctually and in excellent condition.
STRIPE
Collections/Capital Specialist
01.2024 - 08.2025
Job overview
- Conducted detailed account analysis to determine appropriate collection strategies for overdue accounts.
- Tracked collection activities and monitored progress towards goals using CRM software.
- Fostered relationships with merchants to promote timely payments through effective communication.
- Honored with 2024 SDC STRIPE excellence award, recognizing exceptional contributions to team success.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Designed and implemented training programs for staff, enhancing employee retention and performance.
- Assisted in developing strategic plan that aligned with long-term company goals.
SPOTON
CS Support Specialist, Client/Restaurant Success Manager
05.2021 - 01.2024
Job overview
- Supported merchants with billing, deposits, account changes, and refunds while providing Zoom training for restaurant accounts, updating menus, and assisting with employee time management.
- Advanced to client success manager, overseeing VIP accounts and top-tier merchants.
- Implemented strategies to reduce churn rates among top-tier merchants by providing proactive support.
- Tracked and analyzed client interactions to enhance customer experience and identify areas for improvement.
- Conducted training sessions for team members on best practices for managing high-value accounts.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Addressed customer inquiries and resolved complaints, fostering trust and enhancing overall satisfaction.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Improved customer retention with empathetic and efficient handling of support cases.
TECHMAHINDRA
CSR, Sales, Tech, and Retention
06.2020 - 05.2021
Job overview
- Assisted customers with inquiries related to billing, account management, and product features, ensuring efficient resolution of issues.
- Top performer during the first months maintaining good QA scores, then Ended up becoming a SME.
- Focused on customer retention efforts to increase loyalty and satisfaction.
- Retain customers
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Navigated high-stress situations with professionalism, effectively resolving conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved escalated calls by delivering satisfactory solutions, balancing customer needs with company interests.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Solved basic technical issues.
Education
Lovejoy High SchoolAtlanta, GA
High School Diploma
01.2009
University Overview
Skills
Customer engagement
Customer conflict resolution
Cross-functional teamwork
Strategic problem analysis
Practical problem-solving
Data-driven decisions
Strategic planning
Adaptability in environments
Challenge adaptability
Detail-oriented
Reliable professionalism
Engaged listening
Accomplishments
Accomplishments
Awarded the 2024 SDC Excellence Award for outstanding performance in collections. Promoted to Client Success Manager after demonstrating excellence in customer support for high-value accounts. Conducted comprehensive training sessions for team members on best practices in managing VIP client relationships, enhancing overall team performance. Achieved top performer status in customer service by maintaining high QA scores and transitioning into a Subject Matter Expert role.Timeline
Freelancer
Petsbukitos
12.2025 - Current
Elite Driver Success
LYFT
09.2025 - 11.2025
Collections/Capital Specialist
STRIPE
01.2024 - 08.2025
CS Support Specialist, Client/Restaurant Success Manager
SPOTON
05.2021 - 01.2024
CSR, Sales, Tech, and Retention
TECHMAHINDRA
06.2020 - 05.2021
Lovejoy High School
High School Diploma