Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Rocio Gabriela Serrano Espinosa

Mexico City

Summary

Customer Success Specialist with over 10 years of experience specializing in customer retention, onboarding, payment collection, and service quality. Expertise in managing CRM tools, improving customer processes, and coordinating cross-functional teams to resolve issues efficiently. Fluent in Spanish and English. Driven to acquire new abilities and thrive on embracing fresh challenges.

Overview

11
11
years of professional experience

Work History

Customer Success Specialist / Quality Analyst

KONTA.COM
04.2023 - Current
  • Improved retention by designing and implementing new churn prevention processes
  • Identified and escalated pain points, leading to company-wide improvements
  • Assisted payments department with chargeback follow-ups and resolved payment issues
  • Coordinated with cross-functional teams to resolve issues with at-risk churn customers
  • Monitored customer feedback and led initiatives to address customer needs
  • Assisted the Customer Support team in creating manuals and macros to improve service quality
  • Managed CRM tools for payment and account management
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.

Waitress, VIP Waitress

ALDARE HOTEL / Limerick Racecourse / Thomond Park Stadium
03.2022 - 10.2022
  • Welcomed and attended to VIP customers in the box section
  • Coordinated and served food, beverages, and snacks during events
  • Assisted in organizing and decorating for special events
  • Provided customer support and resolved inquiries efficiently

Barista / Fast Food Crew Member

MACE
05.2020 - 10.2022
  • Managed cafeteria operations and trained new employees on coffee preparation
  • Ensured stock levels and maintained the freshness of food and beverages
  • Kept dining areas and bathrooms clean and well-maintained
  • Assisted in preparing food items like salads, burritos, and smoothies
  • Managed cash register and processed payments at the end of shifts

Customer Service Specialist

YOUR NEW SELF
10.2020 - 01.2022
  • Managed customer profiles and provided onboarding and post-sales support to boost loyalty
  • Provided customer service and resolved issues to ensure satisfaction
  • Assisted with monthly payments and settlement agreements
  • Retained at-risk churn customers
  • Provided project support for Colombia

Customer Success Specialist

DOCTORALIA
04.2019 - 05.2020
  • Specialized in customer retention through outbound calls and issue resolution
  • Negotiated and understood customer needs to provide tailored solutions
  • Processed payments and addressed customer concerns
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
  • Mentored new hires within the Customer Success team contributing towards overall improvement in team performance.

Sales Agent

EDICIONES CULTURALES INTERNACIONALES
04.2017 - 08.2017
  • Negotiated face-to-face sales and generated weekly reports
  • Created new leads and expanded the sales pipeline

Excellence Supervisor

CABIFY
08.2014 - 12.2016
  • Supervised logistics services and ensured full process resolution for customer support
  • Handled customer and driver queries, providing effective solutions
  • Trained and assessed customer service staff
  • Managed CRM tools for customer service and payment management
  • Conducted real-time analysis to resolve problems quickly
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

Education

English Course -

NED College
Limerick
10-2022

Tourism Business Administration -

ESCUELA PANAMERICANA DE HOTELERÍA, GASTRONOMÍA Y TURISMO
Mexico City
07-2013

Skills

  • Customer Retention & Churn Prevention
  • Onboarding & Post-Sales Engagement
  • Payment Collection & Account Management
  • Service Quality & Continuous Improvement
  • CRM Tools: HubSpot, Zendesk, Sugar, Retool, Airtable, Linear, Aircall
  • Cross-functional Team Collaboration
  • Customer Feedback Management
  • Problem Solving & Process Optimization

LANGUAGES

Spanish: Native
English: Advanced

Timeline

Customer Success Specialist / Quality Analyst

KONTA.COM
04.2023 - Current

Waitress, VIP Waitress

ALDARE HOTEL / Limerick Racecourse / Thomond Park Stadium
03.2022 - 10.2022

Customer Service Specialist

YOUR NEW SELF
10.2020 - 01.2022

Barista / Fast Food Crew Member

MACE
05.2020 - 10.2022

Customer Success Specialist

DOCTORALIA
04.2019 - 05.2020

Sales Agent

EDICIONES CULTURALES INTERNACIONALES
04.2017 - 08.2017

Excellence Supervisor

CABIFY
08.2014 - 12.2016

English Course -

NED College

Tourism Business Administration -

ESCUELA PANAMERICANA DE HOTELERÍA, GASTRONOMÍA Y TURISMO

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Rocio Gabriela Serrano Espinosa