Hi, I’m
Sebastian Naranjo
Senior Customer Success Coordinator
Pereira
Summary
I'm an organized coordinator with noted experience in project management. I Prioritize projects and multitask effectively to achieve project goals; Methodical and detail-oriented team player with expertise in team leadership; Offering these skills along with a strong work ethic to your consideration. I'm dependable and successful at managing multiple priorities with a positive attitude. I highlight my willingness to take on added responsibilities to meet team goals. Also, I'm an experienced professional optimizing productivity, efficiency and service quality across various environments; a Highly reliable and ethical support specialist, and a leader that blends experience in Tech companies and Support industries with the customer success DNA to ensure your clients are always given a 5 stars service on the deadlines proposed. Proficient with ticketing and communication software such as Intercom, Yira, Freshdesk, Slack, Dialpad, Notion, G suite ( docs, sheets, calendar, etc) Excel ( Formulas, pivot, data analysis) and MS Office. Solid background in sales: up-selling/cross-selling SaaS solutions,in Telecom, finances and a solid background with workforce management in BPOs and Tech companies.
Overview
10
years of professional experience
6
Years on leadership Experience
5
Business certificates
Work History
TipHausSeattle, WA (Remote)
Customer Success Coordinator
04.2024 - 01.2025
Job overview
- Company Overview: Customer Success is responsible for the entire customer journey, from onboarding to retention and expansion for the TipHaus platform and ETA banking program.
- To manage customer relationships, identify and resolve issues, and improve internal processes.
- Essentially providing support across all of our solution offerings, including account creation, card issuance, and customer service.
- We also assist in sales and develop relationships with partners, customers, and employees
- Preferred tools: Slack, Intercom, Zendesk, Checkbook, Plaid.
- As a Customer Success coordinator Im responsible for the entire customer journey.
- Onboarding, Retention, Implementation and expansion for the TipHaus platform and ETA banking program.
- Creating and updating SOPs to shape the Customer Experience roadmap.
UpwardsPalo Alto, CA (Remote)
Provider Success Coordinator
06.2022 - 03.2024
Job overview
- Inbound/outbound calls with partners in the pipeline to address all their needs, keep their listings up to date, and be their primary POC
- Vetting provider's licenses to ensure the company's safety standards are being met and aligned with our mission of providing exceptional care for our parents
- Ensure customer satisfaction with 5-star service and first-contact resolution by resolving/ endorsing requests to the proper teams
- Consistently reach our CSAT score goal of 4.9 out of 5 stars
- Ensure 100% KPIs (Daily, weekly, Monthly) are being met
- Support team members in resolving their requests/concerns when needed
- Help teammates from other areas to achieve their personal/team goals
Go2Philadelphia, PA (Remote)
Client Success Coordinator
06.2022 - 03.2024
Job overview
- Inbound/outbound calls with partners in the pipeline to address all their needs, keep their listings up to date, and be their primary POC
- Vetting provider's licenses to ensure the company's safety standards are being met and aligned with our mission of providing exceptional care for our parents
- Ensure customer satisfaction with 5-star service and first-contact resolution by resolving/ endorsing requests to the proper teams
- Consistently reach our CSAT score goal of 4.9 out of 5 stars
- Ensure 100% KPIs (Daily, weekly, Monthly) are being met
- Support team members in resolving their requests/concerns when needed
- Help teammates from other areas to achieve their personal/team goals
BairesDevSan Francisco, CA (Remote)
Workforce Planning Analyst
09.2021 - 06.2022
Job overview
- I managed a pipeline of 50 developers (average), in charge of the complete Onboarding process of new hires, interview to validate experiences and skills
- Also I lead the meetings between clients and developers, moderating the interviews and providing feedback to the stakeholders
- Using Jira for tickets, also managing employee's request and acting as a first point of contact for internal employee relations (salary negotiation, retention, relocation, etc)
- Using our tech expertise and cross-industry experience, we evolve digital transformation into digital acceleration
- Our ultimate goal is to create lasting value throughout the entire digital transformation journey
- With 3,000+ seasoned engineers in 36 countries, we provide time zone aligned services to empower Fortune 500 companies and leading brands
- Working for clients like Google, Rolls-Royce, Johnson & Johnson, Pinterest, and ViacomCBS, we've been reimagining the tech landscape for over a decade
- Company Overview: We are the leading Nearshore Technology Solutions company
- We architect and engineer scalable and high-performing software solutions to meet the business challenges of our clients
Accedo TechnologiesPereira, Risaralda
Project Manager
11.2018 - 11.2019
Job overview
- Project leader for company´s KPIs, over +300 associates from 3 programs
- Work along with WFM and Clients Data analysis team to lead our representatives to achieve goals on metrics such as AHT, DT, Repeat, resolution, One and done, improving companies revenue by exceeding handling time goals
Accedo TechnologiesPereira, Risaralda
Billing Team Leader
05.2015 - 11.2018
Job overview
- Coach and developing, sharpening team skills to succeed on goals
- Responsible of KPI in the short and long term to ensure completion of client requirements
- Weekly, monthly recognitions for best Team in NRS performance
- Recognition from our client AT&T for best 6 Months Overall team and best NRS overall
Accedo TechnologiesPereira, Risaralda
Community Engagement Officer
01.2015 - 05.2015
Job overview
- As an HR Engagement Officer I had the role of the main point of contact for Internal communications, employee relations, engagement activities (planning, budgeting, execution) across the 6 programs in our site
- Prepare and drive celebrations for top performance, achievements, promotions, etc
Education
Universidad Nacional Abierta Y A Distancia - UNAD
Economía from Economy
01.2020 - 01.2023
Universidad Católica Popular Del Risaralda
Comunicación Social from Journalism
12-2015
Skills
Intercom
Customer Success
Team Coordination
Google suit
Slack
Certification
Leadershp Academy
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Success Coordinator
TipHaus
04.2024 - 01.2025
Provider Success Coordinator
Upwards
06.2022 - 03.2024
Client Success Coordinator
Go2
06.2022 - 03.2024
Workforce Planning Analyst
BairesDev
09.2021 - 06.2022
Universidad Nacional Abierta Y A Distancia - UNAD
Economía from Economy
01.2020 - 01.2023
Project Manager
Accedo Technologies
11.2018 - 11.2019
Billing Team Leader
Accedo Technologies
05.2015 - 11.2018
Community Engagement Officer
Accedo Technologies
01.2015 - 05.2015
Universidad Católica Popular Del Risaralda
Comunicación Social from Journalism
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteSoftware
Intercom
Slack
Freshdesk
Notion
Checkbook
Plaid
Yira
ERP
DialPad
G Suite
MS Suite
Excel