Miguel Espinosa

Miguel Espinosa linkedin.com/in/miguelejo Results-driven Bilingual Customer Success Manager with 10+ years of experience supporting clients and implementing SaaS solutions in international settings. Skilled at onboarding customers, managing complex processes remotely, and consistently exceeding satisfaction KPIs. Recognized for rapid adaptation to new technologies and a proactive approach to problem-solving. Highly effective in remote teamwork and passionate about becoming an expert in new products and digital environments. Dedicated to continuous improvement and delivering lasting value to both clients and organizations. Professional Experience Development & QA Tester | GMSTEK LLC | Miami, FL (USA) | April 2022 – June 2025 • • • • • Met with clients to gather requirements and translate them into detailed User Stories, ensuring clear communication between stakeholders and development teams. Collaborated closely with developers to clarify specifications and support the implementation of new features. Designed comprehensive Test Plans to cover functional and integration scenarios, improving overall product quality. Executed manual and automated tests on software functionalities and system integrations, identifying issues early in the development cycle. Reported and tracked bugs using issue management tools, facilitating timely resolution and continuous improvement. Customer Success Manager & Tech Specialist | NUB 7/8 SAS | Bogota D.C., Colombia | January 2020 – April 2022 • • • • • • Served as a primary contact for customers requests resolving inquiries increasing customer satisfaction. Provided technical support and delivered best practices to end customers, ensuring high levels of satisfaction and successful product adoption. Conducted lab testing of customer security products, validating performance and identifying potential vulnerabilities. Served as a Tech Console Advisor for Cisco Enterprises, offering expert guidance and troubleshooting for enterprise clients. Recognized as a Top Performer and Senior Technical Leader, consistently exceeding performance metrics. Led training sessions for new hires, accelerating onboarding and team integration. Call Center Operator | Vital Service S.A.S. | Santiago de Cali (V), Colombia | July 2019 – January 2020 • • • • Handled inbound calls from customers requesting medical authorizations for U.S. insurance providers, ensuring timely and accurate information gathering. Contacted U.S. insurance companies to facilitate and follow up on medical authorization requests, providing all required documentation to expedite approvals. Maintained up-to-date and accurate records by completing daily reports and systematically updating customer files in internal systems. Trained and mentored new hires, supporting onboarding processes and enhancing overall team performance. Bilingual Agent for Technical Support | SITEL de Colombia | Bogotá D.C., Colombia | March 2017 – May 2019 • • • • Provided bilingual support to customers via phone, chat, and email, using different tools (Intercom, Aircall, Outlook) consistently exceeding satisfaction KPIs. Assisted technicians with real-time calls rollout and collaborative setup of new service installations, contributing to smooth onboarding for clients. Recognized as a Top Performer and Top Seller in cross-sales, consistently exceeding sales and support targets. Conducted training sessions for new hires, supporting team growth and maintaining high service standards. Pool & Deck Supervisor | Carnival Cruise Lines | Fort Lauderdale, FL USA | Mar 2007 – May 2009 • • • • • • Ensure the pool and restaurant areas are clean, safe, and well-maintained. Manage pool and restaurant staff, overseeing proper training and effective task delegation. Serve as the first point of contact to promptly address passenger needs and requests. Monitor and maintain appropriate pool water pH levels to ensure safety and compliance. Verify and enforce compliance with U.S. passenger cruise health and safety regulations. Prepare and submit daily reports to the Hotel Manager regarding area status and operations. Education • Bachelor’s Degree in Systems Engineering (in progress) UNAD Colombia, Bogotá D.C., Colombia, August 2019 – Present • Basics for Software Development in Python and Java Uninorte, Barranquilla, Colombia, April 2021 – November 2021 • Cisco Cybersecurity Essentials Cisco Networking Academy (online), 2020 • Testing & QA Fundamentals UNAD Colombia, Cali, Colombia, 2019 Skills • • • • • • • • • • • • • • Manual Software Testing Test Case Design & Execution Agile & Scrum Methodologies CRM software experience with Salesforce, Zoho, and Zendesk SQL (Basic Queries) Azure DevOps (Basic Management) Google WorkSpace (Basic Management) KPI Achievement Effective Communication Team Collaboration Problem Solving Quick Learner Customer Service Excellence Training & Onboarding Languages • • Spanish: Native English: Advanced (C1+), professional working proficiency in customer support environments.