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
Remote
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
Santo Domingo, Dominican Republic
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
Santo Domingo, Dominican Republic
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