Tatiana Rodriguez
Montreal,Canada
Summary
Results-driven Senior Customer Experience Team Lead with a proven 97% CSAT record and expertise in leading global teams, process optimization, and cross-functional collaboration. Skilled in Shopify, BigCommerce, Gorgias, Malomo, AfterShip, ShipStation, and Siena AI, with strengths in coaching talent, workforce planning, and customer journey improvement.
Aspiring Customer Experience Manager committed to scaling operations, driving innovation, and elevating customer satisfaction and loyalty.
Overview
6
6
years of professional experience
Work History
Senior Customer Experience Team lead
Manmade
Montréal, Canada
04.2025 - Current
- Lead a multi-layered team structure: Manage 4 Team Leads (two offshore, two in-office) and a Learning Specialist, with oversight of 40+ Customer Experience associates across global teams.
- Ensure full coverage by coordinating schedules to support 7-day/12-hour operations, optimizing resources to balance efficiency, employee well-being, and service quality.
- Drive cross-functional collaboration, channeling customer insights to key departments — including Production, Marketing, Logistics, Operations, and HR — influencing product development, process improvements, and organizational alignment.
- Partner with 3PL providers to synchronize fulfillment, communication, and customer support, building a seamless experience from order to delivery.
- Design and implement training programs for CX and 3PL teams, equipping staff with skills, product knowledge, and customer-first behaviors to sustain high performance.
- Monitor and elevate team performance through coaching, mentoring, and 1:1 development sessions with Team Leads, ensuring strategic alignment and leadership growth.
- Standardize excellence by refining workflows, documentation, and knowledge bases, embedding consistency across offshore and onshore teams.
- Escalation management: Serve as the bridge between customers, CX teams, and leadership to resolve high-impact or complex cases with speed and diplomacy.
- Promote employee engagement by recognizing achievements, fostering collaboration across locations, and building a culture of ownership and accountability.
- Support business resilience by liaising with payment processors and handling escalations related to disputes, fraud, and policy compliance.
Customer Experience Team Lead
Manmade
Montreal, Quebec
05.2022 - 04.2025
- Achieved 97% CSAT by driving operational excellence, empowering the team, and ensuring consistent delivery of exceptional customer experiences.
- Elevated brand reputation by maintaining top-tier online reviews: Google ★5 (2,500+), Trustpilot 4.9, Facebook 96%, and Okendo 4.9.
- Led CX operations through Gorgias, centralizing customer interactions and data, reducing response times to
- Championed customer voice by collecting and sharing feedback across the organization, directly influencing product improvements, marketing strategies, and process enhancements.
- Strengthened brand identity by designing and implementing macros across customer communications, social media, and live chat to ensure a unified voice.
- Enhanced service quality through the creation of a comprehensive Customer Service Manual, embedding company values into every interaction.
- Launched high-impact programs, including a VIP Surprise & Delight initiative, and implemented safeguards for fraud risk monitoring.
- Developed and coached talent through 1:1 reviews and continuous performance feedback, ensuring alignment with company goals and fostering growth.
- Safeguarded business operations by handling chargeback disputes with platforms such as PayPal and Shopify, minimizing financial and reputational risk.
- Advanced customer loyalty by proactively coordinating interactions, streamlining communication channels, and driving continuous improvements in problem resolution.
Independent Business Owner
Wunjo concept
BOGOTÁ, COLOMBIA
03.2021 - 07.2022
- Managed day-to-day operations of a physical retail store, interacting directly with over 100 customers per week, ensuring a personalized and seamless shopping experience.
- Grew online sales within the first year through Instagram, responding to customer inquiries and assisting with purchases.
- Handled customer service for both in-store and online orders, maintaining customer satisfaction by addressing issues promptly and professionally.
- Developed and executed marketing strategies on social media, increasing brand visibility and engagement by 50%.
Customer service supervisor
Teleperformance
BOGOTÁ, COLOMBIA
11.2019 - 10.2021
- Led a team of 30 customer service representatives, significantly improving resolution times and customer satisfaction.
- Supervised daily operations, ensuring adherence to company policies and achieving key performance metrics consistently.
- Coordinated with cross-functional teams to streamline processes, enhancing overall service delivery and team efficiency.
- Implemented training programs for new hires, resulting in improved team performance and reduced onboarding time.
- Monitored team performance through detailed reports and analytics, identifying areas for improvement and implementing effective solutions.
Education
AEC Ecommerce and online business management -
Trebas Institute
MONTREAL09.2023
Bachelor's Degree - Music
El Bosque University
BOGOTÁ, COLOMBIA01.2020
Skills
- Shopify
- BigCommerce
- Malomo
- AfterShip
- ShipStation
- Gorgias
- Siena AI
- Customer Experience Strategy
- Team Leadership
- Training & Coaching
- Workforce Planning
- Process Optimization
- Workflow Automation
- Customer Journey Mapping
- CSAT/NPS Improvement
- Escalation Management
- Fraud & Chargeback Disputes
- 3PL Coordination
- Cross-functional Collaboration
- Strategic Planning
- Data-driven Decision Making
Languages
- English, Highly proficient
- French, Proficient
- Spanish, Native
Personal Information
Title: Customer experience coordinator
Timeline
Senior Customer Experience Team lead
Manmade
04.2025 - Current
Customer Experience Team Lead
Manmade
05.2022 - 04.2025
Independent Business Owner
Wunjo concept
03.2021 - 07.2022
Customer service supervisor
Teleperformance
11.2019 - 10.2021
AEC Ecommerce and online business management -
Trebas Institute
Bachelor's Degree - Music
El Bosque University
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