Luisa Serna

Background

About Luisa Serna

Experienced Customer Success and Service Manager with a strong background in retail and eCommerce operations. Proven track record of driving customer satisfaction, increasing revenue, and improving operational efficiency. Seeking a role as a Customer Success Manager or Technical & Product Specialist to leverage my expertise and contribute to the company's growth and success. Over 10 years of experience in retail and eCommerce operations, with a focus on customer service and success. Extensive knowledge of SaaS products and services, with 3 years of experience as a Technical & Product Specialist agent. Demonstrated ability to build and maintain strong relationships with customers, resulting in high customer satisfaction. Strong problem-solving and analytical skills, with the ability to identify and address customer issues effectively. Excellent communication and interpersonal skills, able to effectively collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders. Act as a liaison between customers and the product development team, providing valuable feedback and suggestions for product enhancements. Resolve complex customer issues and escalations, ensuring timely and satisfactory resolutions. Managed a team of customer service representatives, providing guidance and support to ensure exceptional customer service delivery. Skills: Customer Relationship Management (CRM) systems Product training and demonstrations Account management and upselling Troubleshooting and problem-solving Excellent communication and interpersonal skills