Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Carolina Donado

Ottawa,Ontario

Summary

Experienced and results-driven Customer Success Manager with a proven track record of enhancing customer satisfaction and retention. Adept at developing and nurturing strong client relationships through active engagement and effective communication. Skilled in identifying customer needs and tailoring solutions to drive positive outcomes. Proficient in customer success methodologies, data analysis, and cross-functional collaboration. Committed to ensuring clients achieve their desired outcomes while contributing to business growth and profitability.

Overview

9
9
years of professional experience

Work History

Customer Success Manager

Toddle
Remote
12.2022 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Established strong relationships with key customers, resulting in increased customer loyalty.

Customer Service Representative Supervisor

Sitel
09.2016 - 02.2017
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Measured and improved customer satisfaction through feedback surveys and analysis.

Customer Support Representative

Sitel
06.2014 - 08.2016
  • Connected with customers to address questions and resolve issues through phone and email.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

Education

Bachelor of Arts - Education

Universidad De La Sabana
Colombia
11.2017

Diploma - Teaching And Learning With Technology

Pontifical Xavierian University And Santillana
01.2019

Courses -

Linkedin Certificates

Skills

  • Product Knowledge
  • Customer Account Management
  • Strategic Planning
  • Training Programs
  • CRM Software
  • Google Workspace

Languages

English
Full Professional
Spanish
Native or Bilingual
French
Elementary

Timeline

Customer Success Manager

Toddle
12.2022 - Current

Customer Service Representative Supervisor

Sitel
09.2016 - 02.2017

Customer Support Representative

Sitel
06.2014 - 08.2016

Bachelor of Arts - Education

Universidad De La Sabana

Diploma - Teaching And Learning With Technology

Pontifical Xavierian University And Santillana

Courses -

Linkedin Certificates
Carolina Donado