Owned end-to-end customer onboarding journey for enterprise clients implementing WhatsApp Business Platform, serving as primary point of contact from sign-up through successful deployment and ongoing optimization. Managed a portfolio of high-value accounts through regular performance check-ins, business reviews, and strategic planning sessions to ensure strong ROI and drive customer retention and renewal. Developed and maintained trusted relationships with key stakeholders, including technical teams, business decision-makers, and integrator partners, to facilitate successful implementations. Analyzed customer usage data and sentiment through CSM tooling (Grafana, Databricks) to identify expansion opportunities, predict churn risk, and proactively address customer needs. Built and configured API-based integrations between WhatsApp Business Platform and third-party systems to optimize customer workflows and achieve business objectives. Coordinated QA testing and launch processes for new implementations, providing active monitoring and support to ensure smooth go-lives and customer satisfaction. Delivered one-to-many customer training sessions and office hours on platform features, best practices, and optimization strategies to drive product adoption and value realization. Conducted weekly performance analysis of customer accounts, making data-driven recommendations for improvements that increase engagement, conversion rates, and business outcomes. Coached customers on achieving sales and operational goals by optimizing their use of platform capabilities, resulting in measurable improvements in performance metrics. Managed customer escalations and built risk mitigation plans in collaboration with Account Management and CS leadership, ensuring timely resolution and maintaining SLA compliance. Acted as the voice of the customer by collecting feedback, identifying product gaps, and escalating enhancement requests to Product and Engineering teams to drive continuous improvement. Created customer advocates through exceptional service delivery, collecting NPS scores, testimonials, case studies, and reference contacts for Sales and Marketing initiatives. Supported the Account Management team by sharing adoption insights and growth signals, enabling targeted expansion efforts, and strengthening customer relationships.

Provided technical support and guidance to customers during onboarding, resolving platform issues, and removing adoption blockers to ensure successful implementation. Maintained high customer satisfaction scores while managing large support ticket volume, consistently meeting SLA targets and quality assurance metrics. Collaborated with cross-functional teams to coordinate partner escalations and ensure alignment with internal support processes, as well as the creation of SOPs. Built product expertise to deliver accurate technical troubleshooting and root cause analysis, improving first-contact resolution rates.

Worked at a global outsourcing company providing customer experience management and technical support services to clients across various industries. Delivered bilingual customer support across phone, email, and chat channels for global clients, maintaining high satisfaction ratings. Managed high-volume customer inquiries while consistently exceeding quality assurance and performance targets. Addressed a high volume of customer service requests while consistently meeting quality assurance metrics and performance goals. Resolved service issues efficiently and escalated complex cases when necessary to ensure prompt resolution.

Contributed to a Mexican manufacturing company focused on producing PVC profiles and providing industrial maintenance services. Assisted in daily maintenance operations within the PVC profile production area, ensuring mechanical equipment remained in optimal working condition. Supported preventive and corrective maintenance tasks, contributing to reduced downtime and improved operational continuity. Followed safety protocols and operational guidelines in a manufacturing environment to meet production quality standards.