Cindy Estrada
Jocotenango, Sacatepéquez, Guatemala-| -
LinkedIn Profile
PROFESSIONAL SUMMARY
Customer Success professional with 10+ years of experience in customer-facing roles,
specializing in SaaS, onboarding, customer retention, and client relations. Passionate
about creating smooth onboarding experiences, driving customer engagement, and
optimizing business processes. Skilled in CRM management, training development, and
technical support, with a strong ability to build and maintain strategic client relationships.
SKILLS & TOOLS
●
●
●
●
●
●
●
●
Customer Success & Retention
Onboarding & Training Development
Process Improvement & Problem-Solving
Interpersonal & Communication Skills
CRM Management (Salesforce, Monday.com, Mixmax, Hubspot, Slack)
Technical Support & SaaS Experience
Google Workspace, Slack, Microsoft Office
Bilingual: Spanish & English
WORK EXPERIENCE
Customer Success Manager
Nucleus (Maxsip Telecom Corporation, Inc.) | Remote | July 2023 – Present
● Managed the end-to-end onboarding process, from account configuration to
training, ensuring a smooth client experience.
● Developed training materials, onboarding documentation, and customer support
guides to improve user adoption.
● Successfully onboarded 300+ clients in one year, improving customer
engagement and retention.
● Provided technical support and troubleshooting, acting as the frontline for
customer issues.
● Collaborated with cross-functional teams (sales, product, technical support) to
enhance the customer experience.
● Conducted weekly training sessions for clients and new team members to ensure
product knowledge and best practices.
● Managed CRM systems, including Salesforce and Monday.com, for tracking
client engagement and success metrics.
Customer Service Representative
Conduent – Royal Caribbean Account | Remote | Sep 2021 – May 2023
● Handled customer escalations and billing concerns, ensuring high levels of
satisfaction.
● Provided technical support, resolving issues efficiently.
● Created and optimized customer success processes to improve response times
and overall service quality.
● Managed CRM databases, ensuring customer records and inquiries were up to
date.
Customer Service Representative
24/7 – Walmart Account | Remote | Sep 2020 – Aug 2021
● Managed customer inquiries, complaints, and billing issues.
● Provided guidance on services and assisted with account management.
● Tracked customer metrics and provided insights for improving service quality.
Receptionist
Lemon Tree Hostel | Aug 2019 – Jan 2020
● Provided excellent customer service and managed guest bookings and
reservations.
● Assisted with guest inquiries and provided local recommendations.
● Handled front desk operations, including payments and administrative tasks.
Shop Manager
La Moda Outlet | Feb 2015 – Feb 2019
● Led sales strategies and team management to drive revenue growth.
● Trained and managed staff, ensuring excellent customer service.
● Monitored inventory, stock control, and financial records to optimize store
performance.
EDUCATION
Technician in Technology in Aesthetic Sciences – Galileo University, Guatemala
-)
Technician in Visages, Style, and Image – Galileo University, Guatemala -)
Bachelor of Science & Letters with Computer Orientation – Verbo Alamos -)
REFERENCES
📧
📞
Ismael Pineda – Former Customer Success Manager, Nucleus
📧-| 📞 -
Otto Ramos – Manager, La Moda Outlet
📞 -
Josh Bolt – Director of Technical Support & Training, Nucleus-|
-
