Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
AccountManager
Cesar Fuentes

Cesar Fuentes

Manager Of Strategic Accounts and Onboarding
Kingston,ON

Summary

My journey into the customer experience began in 2015. Since then, I have worked in roles such as customer support agent, inventory supervisor, operations manager, senior operations manager, supervisor of operations, customer success onboarding manager and manager of strategic accounts and onboarding. Prior to transitioning from operations to customer success, and the creation of the MaxSold onboarding department by myself and the director of customer success in January 2022, I was always working to improve the customer experience.

I am a dedicated onboarding specialist with a history of meeting company goals by utilizing consistent and organized practices. Skilled in working under pressure, I strive to enhance the corporate brand and thrive on ambiguity. I readily adapt to new situations and challenges while maintaining a high level of focus and motivation.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages

Work History

Manager of Strategic Accounts and Onboarding

MaxSold
Kingston, ON
01.2023 - Current
  • Maintain and expand relationships with accounts identified as critically important and strategic by MaxSold.
  • Manage and create content for a ‘menu' of value-adding offers for the Customer Success team to provide partners with.
  • Coordinates the involvement of Onboarding, Marketing, Operations and Support to meet account performance objectives and customers' expectations.
  • Oversees the Onboarding process and team, maintaining content that drives the MaxSold auction process adoption.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Customer Success Onboarding Manager

MaxSold
Kingston, Canada
01.2022 - 12.2022
  • Manage the onboarding process and team
  • Hosted over 200 onboardings, bringing the product completion from 25% for the first and second to 45% in the first 2 quarters.
  • Manage and create content for a learning management system for all sellers and professional partners.
  • Contribute to our onboarding strategy to improve the client experience
  • Host one-on-one and group live onboarding sessions for the professional partners
  • Establish a trusted relationship with clients to help them achieve their goals
  • Introduce the MaxSold process from start to end - giving them the ‘road map' to future sales
  • Work with the customer success managers to ensure the onboarding process is completed
  • Work with Sales and Operations to help auction executions and the customer's journey.
  • Ensure newly onboarded clients have the current and latest MaxSold education tools
  • Responsible for data quality in CRM - ensuring the Onboarding hand-off is clean and documenting their pain points with the customer success managers.
  • Support, troubleshoot, and solve client issues when needed

Senior Operations Manager

MaxSold
Kingston, Canada
03.2018 - 01.2022
  • • Worked closely with internal employees and up to 500 employees remotely in the field.
  • Partner communications and seller expectations management: from the contracts signed to auction completion
  • Scheduled remote employees based on time restrictions, available hours, and the worksite logistics.
  • Proactive planning so that there are zero issues with all auction tasks (e.g. winter operations, site nuances, and any removing obstacles to delays for catalogue being published, the ability for team members to complete assigned tasks)
  • Carefully handled various escalated scenarios calmly and promptly.
  • Handled confidential information daily.
  • Assisted in payment collection, distribution, and adjustments for clients.
  • Onboarded New Partners, providing online training and coaching for their staff
  • Worked closely with Customer Success and Quality Assurance teams to deliver top-notch service to all partners and their clients

Supervisor, Senior Manager

MaxSold
09.2020 - 10.2021
  • Created the Operation and Senior Manager's weekly schedule.
  • Worked with my operations team on daily tasks with clients.
  • Handled highly escalated situations to find solutions for clients with the operational team.
  • Set up effective scheduling for the operations team under my supervision every month for complete business needs coverage.
  • Created and oversaw the training process for newly onboarded Operation Managers.
  • Reviewed call recordings, emails, and other customer contacts from operations team members under my supervision to create a coaching plan for feedback.
  • Hosted weekly meetings with our operations team for check-in on positive feedback, nuances, and outlying issues needing resolution.

Customer Support Agent

MaxSold
Kingston, Canada
12.2017 - 03.2018
  • Support customers with process-related questions via email
  • Handled all auction-related questions
  • Processed payments for unpaid invoices
  • Troubleshoot tech issues for our in-house auction App
  • Provided logistical support for auction crews, buyers, and sellers
  • Communicated with auction crews across Canada and the US
  • Administered and maintain customer accounts

Inventory Supervisor

RGIS, LLC
Kingston, Canada
01.2016 - 01.2018
  • Oversaw staff of up to 10 to do inventory counts in stores across Eastern Ontario
  • Met with and brief store management on process and timeline
  • Organized and set up technical equipment at each location
  • Problem solved technical and staff issues as they arose

Student IT Assistant

Canadian Microelectronics Corporation
Kingston, Canada
01.2015 - 11.2015
  • Remoted into customer accounts to perform program updates
  • Re-wired servers, checked power consumption, and UPS, and monitored power levels
  • Responded to in-house computer issues & resolved virus threats
  • Reset passwords and manually identified user accounts through our server
  • Ordered hardware parts, assembled computers, and ensured compatibility
  • Routinely tasked with office set-ups; wiring, computer displays, & phone systems
  • Deconstructed and rebuilt printers to address paper jams and other malfunctions
  • Installed software on Android phones and addressed all compatibility issues

Education

Diploma of Education - Computer Networking and Technical Support

St. Lawrence College
Kingston, ON
01.2013 - 12.2015

Skills

Project manager supervision

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Certification

Certified Customer Success

Software

Salesforce

ChurnZero

Canva

Zendesk

Slack

Gong/Revio

Office 365/Google Suite

FullStory

Wistia

Timeline

Manager of Strategic Accounts and Onboarding

MaxSold
01.2023 - Current

Customer Success Onboarding Manager

MaxSold
01.2022 - 12.2022

Supervisor, Senior Manager

MaxSold
09.2020 - 10.2021

Senior Operations Manager

MaxSold
03.2018 - 01.2022

Customer Support Agent

MaxSold
12.2017 - 03.2018

Inventory Supervisor

RGIS, LLC
01.2016 - 01.2018

Student IT Assistant

Canadian Microelectronics Corporation
01.2015 - 11.2015

Diploma of Education - Computer Networking and Technical Support

St. Lawrence College
01.2013 - 12.2015

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Cesar FuentesManager Of Strategic Accounts and Onboarding