Ana - Customer Experience Manager with 5+ years in retail and B2B sales

Barranquilla, Atlántico, Colombiaen

Promoted to Manager after being top performer; handled up to 100 cases/day with 4.5 CSAT.

Supervised and coached a team of 5, providing regular feedback, quality reviews, and support.

Published on CazVid

Summary

Experienced Customer Experience Manager skilled in high-volume case handling, team supervision, client retention, and process improvement. Adept at leveraging CRM tools to optimize workflows and enhance customer loyalty.

Key Achievements

Managed client relationships for up to 5 B2B clients and supported client acquisition and retention efforts.

Skills

Customer Service & SatisfactionExpert

Handled high-volume customer cases, resolving issues while maintaining high customer satisfaction scores.

Team Supervision & CoachingAdvanced

Supervised small teams, providing performance feedback, training, and support to improve service quality.

Data Management & CRM UsageIntermediate

Managed client data and operations across multiple CRM platforms such as Salesforce, Hubspot, and PropStream.

B2B Sales Support & Client RelationsAdvanced

Supported all stages of B2B lead management, building strong client relationships and supporting sales initiatives.

Experience

Customer Experience Manager

Modloft

Oct 2021 - Present

Promoted to Manager after consistently ranking as the top performer on the team, Handle up to 100 customer cases per day while maintaining a 4.5 CSAT, Supervise and coach a 5 person team providing regular feedback, quality reviews and one on one support., Work closely with executive leadership...

Supervisor &amp; Client Acquisition Specialist

TRS Corporation

Mar 2020 - Oct 2021

Selected to supervise a team of 3 cold callers based on strong individual performance, reliability and high leadership skills, Managed up to 5 B2B clients simultaneously, supporting both new acquisition and long term retention, Built and maintained strong client relationships through consistent...