Alejandra Fernandez
Customer Success Specialist
Bogota
Summary
Goal-driven Lead Trainer highly effective at working with students, leadership and clients to develop interesting and successful training programmes. First-rate problem-solving, programme management and team-building abilities. Bringing 6 years of learning and development experience to long-term position. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
Everybody Loves Languages
05.2023 - Current
- Oversee the customer’s experience from onboarding to ongoing support.
- Act as a liaison between the client and the company ensuring that the platform meets the customer’s needs, addressing any issues, and providing timely solutions.
- Conducted quality assurance on the platform and courses that were offered to clients.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Led customer workshops and webinars to educate users on product features, updates, and best practices.
Training Lead
Teleperformance Colombia
3 2020 - 2 2023
- Developed long-term training strategies for new and existing employees across multiple departments.
- Provided additional materials to enhance training.
- Created successful training courses based on evaluation of student needs.
- Completed frequent assessments of training materials, structure and success rates in order to enhance programme.
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Developed training programmes to meet business and learner goals.
- Maintained learning caseloads across multiple training projects.
- Reported on learners' progress and predicted course completion timeframes.
- Worked with internal clients in setting and achieving attainable learning goals.
- Kept training data and documentation secure for full training compliance.
- Wrote thorough training manuals to reflect business needs.
- Plan strategies to deliver training programmes within allocated timeframes.
- Assessed the internal client needs to respond and designed additional support needs.
English Language Instructor
Berlitz Colombia
01.2018 - 03.2020
- Maintained excellent knowledge of English grammar for accurate, reliable teachings.
- Demonstrated exceptional knowledge of delivering online lessons, setting up, managing and maintaining good Zoom connections.
- Worked with energy and enthusiasm to best maintain student engagement and enjoyment.
- Used outstanding communication and interpersonal skills to engage and motivate adult and junior students.
- Planned lessons with dynamic discussions and exercises to promote engagement.
Junior Civil Engineer
Brel C.A
08.2016 - 08.2017
- Verified consistent delivery of high-quality work across structure construction.
- Maintained project materials and tracked issuance and usage to cultivate culture of accountability and responsibility.
- Monitored construction site progress, managing routine and complex issues to keep tasks on track and costs within budget.
- Supervised contractor Quality Assurance (QA) and Quality Control (QC).
- Controlled project budget, implemented cost monitoring and restructured repetitive processes to cut costs and maximise profits.
- Estimated materials, equipment and labour needed for construction activities and secured resources needed to facilitate completion and delivery of projects.
Education
NVQ Level 1 - Education
SENA
BogotaBachelor of Science - Civil Engineering
Rafael Urdaneta University
MaracaiboSkills
Training and development
Communication skills
Interviewing candidates
People management
Employee performance reviews
Staff and client retention
Customer Education
Conflict Resolution
Languages
Spanish
First Language
English
Proficient
C2
Portuguese
Upper Intermediate
B2
Additional Information
- Eduacation First - Seattle 2009
- Portuguese Academy - 2022
Timeline
Customer Success Specialist
Everybody Loves Languages
05.2023 - Current
English Language Instructor
Berlitz Colombia
01.2018 - 03.2020
Junior Civil Engineer
Brel C.A
08.2016 - 08.2017
Training Lead
Teleperformance Colombia
3 2020 - 2 2023
NVQ Level 1 - Education
SENA
Bachelor of Science - Civil Engineering
Rafael Urdaneta University