Tatiana Herrera
Cali
Summary
Results-driven professional focused on client success and account management. Skilled in relationship management, customer onboarding, and retention strategies to enhance engagement and satisfaction. Demonstrates ability to handle escalations, optimize processes, and drive account growth through data-driven insights. Experienced in cross-functional collaboration, performance tracking, and operational efficiency. Proficient in CRM management, strategic reporting, and client advocacy to ensure long-term success. Strong communicator with a proven track record of building lasting client relationships and delivering measurable business impact.
Overview
5
5
years of professional experience
Work History
Sr. Client Success Specialist
New Construction Homes
05.2023 - 02.2025
- Led client onboarding, reducing onboarding time by ensuring seamless transitions and faster system implementation
- Improved system efficiency by reducing manual processes and enhancing data flow between platforms, resulting in an 80% client satisfaction rate
- Contributed to 100+ successful client outcomes by designing and implementing operational optimization strategies, improving overall efficiency, and ensuring accountability through tailored tasks
- Managed a portfolio of 35+ clients, fostering strong relationships that led to long-term retention and ongoing business
- Received positive client testimonials, reflecting high satisfaction levels and success in optimizing lead management strategies
Client Success Specialist
New Construction Homes
04.2022 - 05.2023
- Coordinated cross-functional teams to deliver seamless support for clients, ensuring timely resolutions of issues.
- Collaborated closely with sales teams to identify upselling opportunities and expand existing accounts.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Operations Manager
Smile Patients Now
12.2021 - 04.2022
- Tracked and ensured departments consistently met or exceeded performance targets, driving overall operational success
- Delivered detailed performance reports monthly, providing actionable insights that improved decision-making and resource allocation
- Trained and onboarded 8 new team members, enhancing skillsets and reducing onboarding time by 1 week
- Improved team productivity, resulting in the completion of 2x more tasks per month through effective restructuring and streamlined operations
- Streamlined payroll processes, reducing payroll processing time by 4 hours each month
- Identified and addressed performance gaps for employees, resulting in measurable increases in overall team performance metrics
Client Success Associate
Smile Patients Now
09.2021 - 12.2021
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Acted as a liaison between clients and internal teams, effectively communicating client needs to ensure timely and successful delivery.
- Responded to individual client support issues via phone, email and chat.
- Served as the primary point of contact for assigned clients, coordinating resources from various departments to meet their specific needs.
- Streamlined processes for better efficiency, leading to faster resolution of client issues.
Appointment Setter
Smile Patients Now
03.2021 - 09.2021
- Set appointments with potential customers.
- Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
- Answered questions from potential customers.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Utilized CRM system to track and manage lead.
- Acted as first point of contact and set appointments for prospective clients.
- Reduced appointment cancellations by consistently confirming dates and times with clients via phone calls.
Legal Assistant
Price Law Group
09.2020 - 03.2021
- Maintained accurate records of 15+ call logs and 5 credit reports per week, ensuring comprehensive documentation of client interactions and follow-ups to support bankruptcy filings and consumer protection cases
- Gathered, organized, and filed documentation to ensure accurate case records for legal strategy, achieving a compliance rate of 90% with legal documentation standards during audits and reviews
Team Manager
Desks Virtual Solutions
11.2019 - 07.2020
- Successfully trained and onboarded 20+ new hires, reducing ramp-up time by X weeks and ensuring new team members met KPIs within the first month
- Provided continuous support to a team of 12 agents, addressing their questions and concerns, leading to measurable improvements in performance and confidence
- Maintained 100% compliance with HIPAA regulations by conducting regular training sessions and audits to safeguard patient data confidentiality and security
Education
Meta Certificate - Facebook Ads
Coursera
Remote06-2025
Skills
- Strategic Problem Solving
- Client relations
- Data Analysis
- Attention to Detail
- Adaptability & Tech Savviness
- Client advocacy
- Client education
- Team leadership
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Sr. Client Success Specialist
New Construction Homes
05.2023 - 02.2025
Client Success Specialist
New Construction Homes
04.2022 - 05.2023
Operations Manager
Smile Patients Now
12.2021 - 04.2022
Client Success Associate
Smile Patients Now
09.2021 - 12.2021
Appointment Setter
Smile Patients Now
03.2021 - 09.2021
Legal Assistant
Price Law Group
09.2020 - 03.2021
Team Manager
Desks Virtual Solutions
11.2019 - 07.2020
Meta Certificate - Facebook Ads
Coursera
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