Candido Milciades Colon Ortiz
Santo Domingo
Summary
Dedicated professional Customer Success Manager with a strong focus on driving customer satisfaction and retention. Proven expertise in managing customer relationships and leading initiatives to enhance client engagement. Skilled in problem-solving and effective communication, ensuring the success of valued customers.
Overview
4
4
years of professional experience
Work History
Customer Success Manager & Support Analyst
SOLVE
06.2024 - Current
- Account Planning and managment: Create and maintain account plans for assigned customers to drive their success and growth with our solutions.
- Customer Outreach: Regularly engage with customers to understand their business needs, goals, and usage of our products.
- Value Proposition Communication: Effectively communicate the company’s value proposition to customers and demonstrate how our solutions can address their specific needs.
- Issue Resolution: Identify at-risk customers and proactively work to resolve any issues, ensuring timely resolution through close coordination with internal teams.
- Support Ticket Management: Monitor customer support tickets, following up with both customers and internal teams to ensure issues are addressed promptly and efficiently.
- Relationship Management: Build and maintain strong relationships with customers, ensuring ongoing communication and support.
- Product Engagement: Track customer activity with the product, identifying opportunities to encourage increased usage and adoption.
- Sales Pipeline Contribution: Contribute to the sales pipeline by identifying expansion opportunities within the assigned accounts and collaborating with the sales team to drive growth.
Customer Care Advisor
Scotia GBS
02.2023 - 04.2024
- irst Call Resolution (FCR): Ensure that client inquiries and issues are resolved efficiently on the first contact, striving for immediate solutions and customer satisfaction.
- Client Relationship Building: Strengthen relationships with clients by identifying and discussing their needs, offering personalized recommendations and solutions.
- Quality Assurance: Conduct quality rehearsals and follow-ups with the appropriate officers or departments to ensure the highest standards of service.
- Solution Delivery: Provide timely and relevant solutions based on customer needs, ensuring that all responses are tailored to individual circumstances.
- Promotion of Alternate Channels: Encourage clients to utilize and adopt the bank’s Alternate Channels for enhanced convenience and service accessibility.
Quality Analyst
Datavimenca
06.2021 - 10.2022
- Quality Monitoring: Evaluate customer interactions (tickets, chats, emails, and calls) to ensure adherence to company support quality standards and identify areas for improvement.
- Performance Feedback: Provide constructive and actionable feedback to Technical Support Specialists to enhance the quality, efficiency, and customer service of support interactions.
- Trend Analysis: Analyze performance metrics (e.g., first-contact resolution, customer satisfaction scores, response times) to identify patterns, strengths, and opportunities for improvement within the team.
- Root Cause Analysis: Investigate recurring issues or technical challenges reported by customers and collaborate with support teams to develop long-term solutions.
- Collaboration with Support Teams: Work closely with Technical Support Managers and Leads to discuss quality audit findings and contribute to developing strategies to improve service delivery.
- Reporting & Documentation: Maintain comprehensive records of quality audits and performance evaluations, providing regular reports to leadership on key findings and trends.
- Training & Development: Assist in creating and updating training materials to ensure consistent, high-quality technical support and enhance overall team performance.
- Customer-Centric Focus: Ensure that all evaluations are aligned with copany mission to deliver outstanding customer experiences, focusing on providing effective, timely solutions to customers’ technical issues.
Education
Doctor of Dental Medicine - Dental Medicine
PUCMM
Santo Domingo, Dominican Republic12-2022
English - English Language
Dominico Americano
Santiago De Los Caballeros, Dominican Republic12-2012
Skills
- Account management
- Customer relationship building
- Customer retention
- Strategic planning
- CRM software
- Revenue growth
- Computer skills
- Ability to work in a Team
- Effective time management
Timeline
Customer Success Manager & Support Analyst
SOLVE
06.2024 - Current
Customer Care Advisor
Scotia GBS
02.2023 - 04.2024
Quality Analyst
Datavimenca
06.2021 - 10.2022
Doctor of Dental Medicine - Dental Medicine
PUCMM
English - English Language
Dominico Americano
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