Summary

15+ years’ experience as a franchise owner operator. From managing teams, sales and Customer service, inventory, and fleet maintenance schedule, to keeping team moral. Very familiar with proper employee supervision strategies and positive feedback. My main priority is empathetic listening with focus on revenue. Best of Boston awards and Franchise president’s club for several years. Glad to say I sold the franchise to my #1 employee of 15 years.

Currently working for a SaaS startup. For the past 3 years I have learned the importance and operations of running a tech business and software systems. From sourcing data vendors, to maintaining a database, keeping a pipeline, coordinating feature Development, etc. Moving from a highly operational environment to a highly technological company has given me great exposure to how two very different businesses run. However, I find that great leadership, clear communication, employee relations and impeccable customer service continue to be key metrics of any business.

Professional Experience

Professional Experience

Customer Success Manager • SaaS PropertyScout.io 2022-Present

·   Liaison between customers, development team, and stakeholders.

·   Create best-in-class customer service experience. Take all incoming inquiries, via phone, text, chat, website forms and emails.

·   Manage pipeline tickets in customer relationship management (CRM). Document, analyze, organize, and prioritize support tickets.

·   Schedule discovery calls, demos, and customer onboarding video calls, with focus on customer lifetime value and product adoption.

·   Manage key accounts and quarterly vendor reviews to make sure we are aligned with customers’ expectations and discuss future plans.

·   Write up Gitlab requirements for Development Team if customer support ticket requires technical support.  

·   Take customer insights and coordinate weekly reviews with development team and stakeholders to maintain roadmap and detect areas of opportunity.

User Experience Designer • PropertyScout.io 2020-2022

·   Received, collected, and analyzed user feedback. Created hypothesis and observations.

·   Conducted usability tests and created empathy maps and personas using Google Material Design System.

·   Designed wireframes and presented Figma prototypes to stakeholders and top users.

·   Created specs for offshore software development team to implement new designs.

·   Collaborated with management team to meet to update roadmap and maintain pipeline.

Owner Director of Operations • The Maids 2005-2019

·   Started franchise operation from employee recruiting and retention to managing daily operations of 26 employees, over 250 regular customers, 5,000 projects per year.

·   Took thousands of sales and service calls myself keeping all track record and metrics.

·   Maintained OSHA safety records, inventory control, and coordinated fleet rotation maintenance program.

·   Recruited and kept up-to-date employee files and managed P&L.

·   Grew revenue from zero to $1,100,000 and won “Best of Boston" award six times.

·   Member of franchise President's club for 12 years.

·   Sold business in 2019.

Sales Account Manager • Converge Technologies 2004-2005

·   Managed around 300 customers in 15 different companies based mostly in Latin America.

·   Created and sustained strategic relationships with OEM and CEM buyers.

·   Researched pricing trends and market opportunities and negotiated prices to close deals with customers.

Materials Lead Buyer • Jabil Electronics 2002-2004

·   Served as primary contact between vendor and supply chain department, using SAP software.

·   Led a team of eight buyers in the procurement of materials for high volume-high mix customer demand.

·   Responsible for vendor performance reviews, sourcing and pricing, research substitutions, return orders, and product.

·   Reported metrics to high-level management and overseas supervisors.

Skills

Languages:  English, Spanish

Ability to handle multiple tasks, P&L experience, SAP experience, technically savvy.

Web Skill and Tools: Microsoft Office365, HubSpot, Gitlab, Slack, Zoho CRM, Active Campaign, Asana, Google Suite, Google Optimize, Microsoft Clarity, Active Campaign, VWO Testing, Canva, Adobe & Figma

Reliable, analytical, owner mentality, organized and high energy, I am a problem solver.

Education

UX-UI Google certification program • Coursera• 2021

BS International Business • 1995-1999 • Instituto Tecnológico de Monterrey, México