Summary
Overview
Work History
Education
Skills
Certification
Languages
Technologies
Timeline
Generic

Alexia Arango Canales

Miraflores

Summary

Customer Success Lead with strong experience in strategic account management, client growth, and cross-functional coordination. Proven ability to exceed expectations by driving retention, onboarding success, and operational efficiency. Skilled in streamlining processes and aligning teams to deliver high-impact results in fast-paced environments.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Success Manager – (LATAM Region)

Tekton Labs
01.2025 - Current
  • Own and manage 10+ key accounts across LATAM, coordinating commercial, operational, and delivery activities, serving as the primary driver of account growth and expansion initiatives.
  • Acted as a core contributor to the commercial cycle in existing accounts by facilitating proposal alignment, internal coordination, and client readiness for closing.
  • Acted as a strategic link between sales, delivery, finance, recruitment, and operations to ensure project alignment and customer satisfaction.
  • Maintain high NPS scores and client retention while automating operational processes for scalability.
  • Provide strategic insights to leadership based on account performance, phasing, and financial reporting.
  • Tracked client KPIs (quality, profitability, satisfaction) and organized QBRs.
  • Supported RFP analysis and commercial proposal development in LATAM.
  • Managed executive client relationships and conflict resolution.

Business Operations Manager - (NORAM Region)

Tranzact
04.2021 - 12.2024
  • Streamlined agent recruitment and onboarding, reducing costs by 50% while improving the client experience by ensuring fast, efficient agent readiness.
  • Managed seamless transitions for agents into new client programs, ensuring they were fully trained and ready to meet client needs, enhancing program success.
  • Coordinated training sessions to ensure agents
    were equipped to deliver excellent client service, maintaining optimal performance levels.
  • Process Improvements: Developed a certification process to ensure agents were fully prepared to engage with clients, improving service quality and client satisfaction.
  • Led a team of analysts to support client goals, ensuring
    accurate reporting and timely delivery of services
  • Interpreted large volumes of customer data,
    creating detailed reports in Excel and Power BI to uncover trends that drove client-focused decisions and strategies.

Quality Assurance Analyst

Tranzact
01.2020 - 04.2021
  • Led the verification and auditing of production processes, analyzing data to ensure compliance with quality assurance standards and identifying areas for improvement.
  • Designed and implemented a comprehensive QA compliance checklist, utilizing data analysis to streamline quality control processes and maintain operational consistency.
  • Conducted data-driven reviews of company
    products to ensure they met internal quality assurance standards, identifying trends and areas for improvement.

Senior Support Analyst

Betsson
01.2016 - 10.2019
  • Analyzed sales call data to identify performance
    trends and areas for optimization, providing actionable insights to enhance overall team effectiveness and efficiency.
  • Adaptation to High-Speed Environment: Quickly adapted to a fast-paced startup environment, handling large volumes of customer queries via email, phone, and live chat while maintaining a high level of service.
  • Delivered comprehensive customer support across multiple channels, resolving account issues, betting queries, and payment concerns efficiently, driving customer satisfaction.
  • Contributed to refining and
    streamlining customer service operations, balancing the growth of the customer base with evolving business needs, and ensuring consistent
    service quality.

Education

BA - Communications and Digital Media

Universidad San Martín De Porres
12-2019

Diplomado - KPIs y Gestión

Cibertec
01.2021

Skills

  • Client Success & Escalation Management
  • Pre-Sales and Technical Scoping
  • KPI & Operational Analysis
  • Salesforce, Notion, Microsoft Office, AWS Connect
  • Agile Projects, QA Testing, DevOps concepts
  • Communication, Empathy, Strategic Thinking
  • Strategic planning
  • Client service optimization
  • Stakeholder management
  • Account management

Certification

  • Security and AML Certification – MGA, 2021
  • English Diction (Specialized Program) – ICPNA, 2022

Languages

Spanish – Native
English – Proficient (C2)

Technologies

Proficient in the following:

  • Smartsheets
  • Timesheets
  • Zendesk
  • Notion
  • Intercom
  • Power BI
  • Jira
  • AWS Connect
  • Hubspot
  • Google Suit
  • Microsoft office


Timeline

Customer Success Manager – (LATAM Region)

Tekton Labs
01.2025 - Current

Business Operations Manager - (NORAM Region)

Tranzact
04.2021 - 12.2024

Quality Assurance Analyst

Tranzact
01.2020 - 04.2021

Senior Support Analyst

Betsson
01.2016 - 10.2019

Diplomado - KPIs y Gestión

Cibertec

BA - Communications and Digital Media

Universidad San Martín De Porres

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Alexia Arango Canales