Yaqueline Henao Castro
Bogota,DC
Summary
Dynamic Customer Success Specialist with proven expertise in new IT adoption and customer relationship management. Skilled in crafting tailored communication strategies and leading cross-functional teams to drive customer satisfaction. Achieved significant improvements in client engagement through effective adoption plans and strategic monitoring, ensuring alignment with business objectives.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
OCP TECH
Bogotá
03.2024 - Current
- Understanding customer needs in terms of appropriation of new technologies
- Construction of expectation and communication strategy for each client in a personalized way
- Lead adoption CX meetings with multidisciplinary and multicultural teams (Latin America)
- Periodic retrospective meetings to define points for improvement
- Implementation of adoption plans according to technology
- Presentation of tangible results, activation of use cases and strategy tracking QBRs
- Generation of reports in Salesforce to monitor CX strategy
CSM - AM CX
WALTER BRIDGE SAS
Bogotá
07.2022 - 01.2024
- Understanding of needs in the Education, Banking, Health, Insurance, Public Sector, Retail sectors
- Analysis and definition of business requirements
- Lead Handover meetings, clarify doubts with multidisciplinary and multicultural teams (Latin America)
- Periodic retrospective meetings to define points for improvement
- Approach, monitoring, presentation of CX solutions workshops for different industries and closing of negotiations
- Lead commercial strategies for effective closures in conjunction with the Marketing area
- Creating and tracking projects in Salesforce
- Reports generation
Commercial Director
BC SUPPORT
- Analysis and definition of business requirements
- Compliance with commercial goals and projections to achieve objectives
- Team coordination
- Use of key metrics for preparation of reports for senior management to monitor the performance of business activities
- Strengthened customer relationships through regular communication and timely problem resolution, leading to increased customer satisfaction
- I built relationships with clients to establish new contracts
- Lead successful contract negotiations that resulted in long-term agreements that strategically benefited both parties involved
Account Manager/ Business Analyst/ Strategic Planning
TECHEDGE COLOMBIA - AVVALE
- Understanding of needs in the sectors of Oil and Gas, Education, Banking, Consumer Products, Public Sector, Analysis and definition of requirements and functional documentation
- Work sessions with implementation teams to solve and clarify doubts with multidisciplinary and multicultural teams (Colombia - El Salvador - Honduras - Guatemala)
- Periodic retrospective meetings to define points for improvement
- Approach, monitoring, presentation of CX solutions workshops for different industries and closing of negotiations
- Lead commercial strategies for effective closings in conjunction with the Marketing area
Business Solution Consultant
PROJECTION CORE CONSULTING
- Approach, monitoring, presentation of CX solutions workshops for different industries and closing of negotiations
- Leads qualification, discovery, needs assessment
- Order creation and billing
- SW renewals and upgrades
- Presentation of reports for compliance with KPIs
- Weekly forecast and pipeline monitoring
Freelance - Account Executive
NEPTUNE SOFTWARE
Colombia
- Approach, monitoring, presentation of CX solutions workshops for different industries and closing of negotiations
- Leads qualification, discovery, needs assessment
- Order creation and billing
- SW renewals and upgrades
- Presentation of reports for compliance with KPIs
- Weekly forecast and pipeline monitoring
Education
Marketing Management Specialist -
De La Salle University
Bogotá, DC09.2019
Business Administration -
National University of Colombia Manizales
Manizales, CAL09.2018
Business Administration -
SENA National Learning Service
Manizales01.2004
High School Natural Sciences -
University Institute of Caldas
Manizales01.2000
Skills
- New IT Adoption
- Sales Optimization Process
- Adoption strategy
- Business analysis
- Communication Strategy
- Customer service
- Customer relationship
- Management of technological solutions
Certification
- Scrum Fundamental Certified, 2021
- Product Owner, 2022
- Scrum Master, 2022
- Developer, 2022
- Advanced Scrum, 2022
- Kanban Expert Scrum Master, 2022
- Black Belt Cisco CX Customer Success Manager. Stage 1-2, 2024
- Black Belt Cisco EA 3.5, 2024
- Black Belt Cisco Enterprise Agreement 3.0, 2024
- Black Belt Cisco Services Expert Program, 2024
- Black Belt Cisco CX Cloud, 2024
- Black Belt Cisco Success Tracks, 2024
- Black Belt New Hire Cisco Collaboration, Capital and Intro, 2024
- Cisco Environmental Sustainability, 2024
- Management of Potential Clients, 2022
- Design Thinking: Customer Experience, 2022
- Leadership with emotional intelligence, 2022
- Advanced Negotiation Techniques, 2022
- Advanced conflict resolution techniques, 2022
- Lead and energize virtual teams, 2022
- Emotional intelligence in business management, 2022
- Business Fundamentals Creating a Business Plan, 2022
- How to communicate within the team, 2022
Languages
English, A2, Miami Dade College 2024 -2025 (current)
Technologies Experience
•Salesforce • Pipedrive • hubspot • office 365 • Zendesk Sell • Zendesk Support • Trello • Power BI • Teams – Zoom Webex – Meet Google Slack – Avaya
Personal Information
Date of Birth: 02/22/84
References
- Andrea Gómez, Delivery Senior Manager, Avvale, 3015888627
- Lilián Ortegón, SAP Service – Country Manager Central America, SAP Colombia, 3163734708
- German Cordero, Senior Scrum Master – Project Manager, Globant Colombia, 3112210007
Timeline
Customer Success Specialist
OCP TECH
03.2024 - Current
CSM - AM CX
WALTER BRIDGE SAS
07.2022 - 01.2024
Commercial Director
BC SUPPORT
Account Manager/ Business Analyst/ Strategic Planning
TECHEDGE COLOMBIA - AVVALE
Business Solution Consultant
PROJECTION CORE CONSULTING
Freelance - Account Executive
NEPTUNE SOFTWARE
Marketing Management Specialist -
De La Salle University
Business Administration -
National University of Colombia Manizales
Business Administration -
SENA National Learning Service
High School Natural Sciences -
University Institute of Caldas
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