Ernst Lee Cayo
https://www.linkedin.com/in/ernst-lee-cayo-4b55572bb/
Summary
Customer Success Specialist with multiple years of experience delivering high-impact client experiences through proactive support, relationship management, and strategic problem-solving. Adept at guiding customers through onboarding, providing tailored training, and acting as a trusted advisor for client inquiries. Skilled in leveraging CRM tools (Salesforce, HubSpot, Microsoft Dynamics 365) to track customer health metrics, drive retention, and optimize workflows. Passionate about fostering customer growth, enhancing digital resources, and collaborating across teams to improve service efficiency. Bilingual in English and French, with a strong commitment to continuous learning and innovation.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
Mercedes-Benz
10.2021 - Current
- Guide customers through the onboarding process, delivering tailored training sessions to enhance user adoption and engagement.
- Serve as the primary point of contact for customer inquiries, providing proactive support and ensuring a seamless customer experience.
- Monitor and analyze customer health metrics (C-SAT, NPS) to identify risks, optimize retention strategies, and drive customer satisfaction.
- Collaborate with cross-functional teams to improve digital resources, refine customer workflows, and implement process improvements.
- Leverage CRM tools (Salesforce, Microsoft Dynamics 365) to track customer interactions, report insights, and enhance engagement strategies.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
Account Manager
Audi
08.2018 - 09.2021
- Managed a portfolio of customer accounts, ensuring timely service delivery and high customer satisfaction.
- Conducted data analysis to identify customer behavior trends, adjusting strategies to enhance engagement and loyalty.
- Acted as a liaison between customers and internal departments to resolve inquiries, optimize processes, and ensure service excellence.
- Implemented initiatives to improve customer experience, leading to increased retention and positive customer feedback.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Co-founder & Customer Engagement Lead
Lion
01.2017 - 12.2019
- Designed and executed customer-focused events, enhancing brand awareness and audience engagement.
- Collected and analyzed customer feedback to refine event experiences and improve future engagement strategies.
- Developed and launched a merchandise line aligned with customer preferences, increasing sales and brand loyalty by 30%.
- Investigated and resolved accounting, service and delivery concerns.
Education
Certificate of Technical Studies - Technical Support Fundamentals
Coursera | Google
Google02-2025
Skills
- Customer Success & Onboarding: Client onboarding, training support, and retention strategies
- CRM Expertise: Proficient in Salesforce, HubSpot, and Microsoft Dynamics 365
- Customer Health Tracking: Experience analyzing C-SAT, NPS, and other key success indicators
- Technical Support & Problem-Solving: Resolving technical issues with high first-contact resolution
- Collaboration & Communication: Working cross-functionally to improve digital resources and customer experience
- Process Optimization: Streamlining workflows to improve efficiency and client satisfaction
- Bilingual Proficiency: Fluent in English and French with strong verbal and written communication skills
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Success Specialist
Mercedes-Benz
10.2021 - Current
Account Manager
Audi
08.2018 - 09.2021
Co-founder & Customer Engagement Lead
Lion
01.2017 - 12.2019
Certificate of Technical Studies - Technical Support Fundamentals
Coursera | Google
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