Daniel Rodriguez

Daniel Rodríguez The Customer Success Guy PERSONAL INFORMATION Birth Address / Location ABOUT ME EDUCATION 2007 - - 2006 ROLES / PROJECTS Jun 2015 - Nov 2017 * Most Relevant Oct 2018 - Currently active Oct 2019 - Jan 2020 18 / Nov / 1988, Mexico City Playa del Carmen, México I’m passionate about customer satisfaction; in my mind, one of the most significant advantages that a company can possess is great service. Regardless of the industry or market segment, customers from all over the world want to be understood and delighted. I have a good amount of experience offering great support, digesting customer data and designing/implementing strategies to improve satisfaction and workflow. Bachelor of Business Administration, Universidad Autónoma Metropolitana, Xochimilco, México City. Cuauhtémoc High School, UAEMex, Toluca Edo de Méx. Customer Success Manager at Bright (thinkbright.mx); US-based startup that provides residential solar energy under a subscription model across Mexico territory. Responsibilities: ● CS processes development ● Software solutions implementation ● Development and implementation of training processes ● Loyalty strategies development ● Collections ● Satisfaction rate and NPS (Net Promoter Score) tracking ● Support for VIP customers Achievements: ● Department foundation ● Mapping and systematization for four sub-departments (technical, billing, maintenance, installations) ● Monthly sustained growth of the NPS up to 62 points (all-time average; 45 is a high value for the industry) ● Customer satisfaction rating above 92% during two years in a row ● Default rate below 4% for all-time active clients ● Portfolio management of 800 active clients and a team of seven members ● Expansion of the department to two new cities (Guadalajara and Querétaro) Business Strategist (Partial time) at Chulada Jewelry (chulada.mx); family owned startup that offers a wide range of designs with great building and top quality materials. Responsibilities: ● Online marketing ● Website development ● Graphic design ● Inventory management ● Customer support Achievements: ● Sustained sales growth from the first month ● Impeccable satisfaction rate ● Fully automated customer cycle Remote Customer Service Angel (Seasonal) at Wonderbly (wonderbly.com); startup that lives at the intersection of storytelling, engineering, digital and print; their books have delighted over four million children since 2012. Responsibilities: ● General support over email ● Worldwide post deliveries management ● Invoicing, refunds and replacements ● Help center maintenance Achievements: ● Great satisfaction rate (95%) ● “Number of tickets solved per hour” above average ● A great team player Ago 2018 - Jun 2019 Concierge PR at Hotel Xcaret México (hotelxcaret.com); 5 Diamonds hotel at the Riviera Maya. Responsibilities: ● Personalized welcome and assistance to distinguished guests ● Promotion of extra services and plan upgrades ● Troubleshooting related to transportation, special needs, translation, additional services, etc. Achievements: ● Great satisfaction rate ● Recurrent first and second place on vacation plan upgrades for the department ● Frequent positive reviews on tripadvisor Ene 2009 - Ago 2014 Owner and General Manager at “Canes y Gaticos Shop”; grooming, food and accessories for pets. Responsibilities: ● General management ● Systems and manuals development ● Hiring ● Marketing ● Finance ● Legal Achievements: ● Kept the shop running for five years ● Five full-time jobs created ● Sustained sales increase on a yearly basis ● Great customer loyalty ● Pet shop successfully sold to a relative SKILLS Business Development Customer Support Data processing Writing Software Languages I really enjoy the early stages of a company; my creative juices flow in environments where I need to put something together from scratch. Excited about helping other people and looking for solutions when there is no predefined path. I always try to be as empathetic as possible and talk to my client as if he/she were my best friend; that way, I do everything in my power to help. I’m very analytical and good at gathering, organizing and processing data. I’m a huge fan of the quote “you cannot improve what you cannot measure”. I love to read and deeply enjoy expressing myself through writing. It comes very handy when I need to crete manuals, business plans or just write for fun. Level of expertise on the scale “Competent”, “Good” and “Great” as follows: Customer support and help center: Great (Wix, Zendesk) Graphic design: Good Wordpress: Great Personal administration: Great Microsoft Office: Good CSS, HTML: Competent Video editing: Good Spanish (native), English (100% written and spoken).