Javier Blanco
Bogotá D.C.
Summary
Dynamic leader with a proven track record at BPO, enhancing customer success and retention through strategic account management and robust training programs. Expert in CRM Salesforce-Zendesk and adept at fostering client relationships, I've significantly contributed to revenue growth and operational efficiency. Skilled in motivating teams to exceed performance goals, demonstrating exceptional customer relationship building and analytical prowess.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Teleperformance
Bogota
02.2022 - 02.2024
- Conducted account reviews to assess progress and strategize future growth opportunities for clients.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers and employees, enabling further enhancements in service quality.
- Managed a portfolio of 2 key accounts LOB, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics, Sales, Retention and finances.
- Managed and motivated 200 employees to be productive and engaged in work.
- Strengthened vendor BPO relationships by maintaining open communication and promptly addressing any concerns or issues.
- Negotiated favorable contracts with suppliers, resulting in cost savings for the company without sacrificing quality.
Senior Supervisor
Teleperformance
Bogota
04.2021 - 02.2022
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Mentored junior team members for accelerated professional growth and skill development.
Retention Supervisor
Teleperformance
Bogota
02.2020 - 03.2021
- Managed a team of 15 retention specialists, ensuring consistent performance and adherence to company policies
- Coordinated with sales teams to develop joint initiatives aimed at improving client satisfaction levels and reducing attrition rates among high-value accounts.
- Optimized the use of CRM tools to better track customer interactions, leading to more informed decision-making processes.
Retention Specialist
Teleperformance
Bogota
04.2019 - 01.2020
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Education
Bachelor of Science - Earth Sciences
Universidad Nacional De Colombia
Bogota12.2028
MBA - Economics And Administration
Universidad Nacional De Colombia
Bogota06.2015
Skills
- Operations Management
- Customer Retention
- Training and mentoring
- Proficient in O365
- Proficient in CRM
- Sales proficiency
- Client Relations
- CRM Software
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Intermediate
B1
German
Intermediate
B1
Certification
- CM - Certified Manager Certification
- CCSP - Certified Customer Success Professional
- Lean Six Sigma - Yellow
- Microsoft Dynamics 365 Customer Service Functional Consultant
- Salesforce Certified Administrator
- Google - Certificate in User Experience (UX)
Timeline
Customer Success Manager
Teleperformance
02.2022 - 02.2024
Senior Supervisor
Teleperformance
04.2021 - 02.2022
Retention Supervisor
Teleperformance
02.2020 - 03.2021
Retention Specialist
Teleperformance
04.2019 - 01.2020
Bachelor of Science - Earth Sciences
Universidad Nacional De Colombia
MBA - Economics And Administration
Universidad Nacional De Colombia