Customer Success

Ma# Travis

+1-512-***-**** • **.**********@*****.*** • linkedin.com/in/ma.travis

SUMMARY

Dynamic mulDlingual tech professional with a unique blend of experDse in language educaDon, technology, and customer success. Adept at building strong relaDonships with diverse client bases, leveraging cross-cultural communicaDon skills to drive customer saDsfacDon and retenDon. With hands-on experience in tech and a passion for problem-solving, I excel in guiding clients through product adopDon, ensuring they achieve their goals. My diverse background and global perspecDve allow me to connect with customers on a deeper level, fostering loyalty and long- term success.

SKILLS

Jira Cloud - Jira On-Prem - Trello - Asana - Microso? Teams - Slack - Confluence - Miro - Salesforce Lightning - Copado - HubSpot - Github - BitBucket - Docker - Tableau - Power BI - Zapier - Google Search Console - Ahrefs - AWS (EC2, S3, ECS) - Google Workspace - Microso? 365 - Service Now - Zendesk - Spanish (C2) - Mandarin (C2) CerXficaXons: Salesforce Administrator - Service Cloud Consultant - FSL Consultant - Data Security Super Badge - UT AusDn Global Business FoundaDons - Copado DevOps I - HubSpot Sales Enablement WORK EXPERIENCE

DevOps Engineer, IBM 03/2022 - 04/2023

• Collaborated with cross-funcDonal teams to establish goals and Dmelines, ensuring 100% on-Dme deployment for IBM’s Community and Support Pla`orms.

• Architected new metadata and component validaDon process improving user story deployment accuracy by 50%

• Engineered Copado deployment automaDons into CI/CD pipeline leading to a 75% reducDon manual tasks Salesforce Administrator, IBM 02/2020 - 03/2022

• Implemented a custom FSL app, boosDng Field Service efficiency by 40% and service resoluDon rates by 20%.

• Orchestrated a comprehensive data migraDon/cleansing iniDaDve involving millions of records, enhancing data accuracy by 30% and reducing storage usage by 25%.

• Provided expert support and training to 30,000 IBM end users on Service Cloud and Community Cloud, driving higher pla`orm adopDon and user proficiency.

Salesforce Consultant (Contract), Whole Foods Market 08/2019 - 01/2020

• Collaborate with agile teams to develop and implement a scalable CCPA-compliant soluDon, ensuring adherence to California laws and securing personal data for over 39 million residents

• Conducted extensive smoke, funcDonal, and integraDon tesDng, resulDng in a successful on-Dme, seamless deployment with minimal post-deployment issues

Customer Success Manager/ Salesforce Consultant, Brick Lane 01/2017 - 06/2019

• Led client onboarding and product adopDon iniDaDves, driving a 95% adopDon rate within the first three months post- implementaDon

• Achieved a 98% client retenDon rate by proacDvely managing relaDonships, resolving concerns, and idenDfying upsell opportuniDes, resulDng in a 30% increase in recurring business

• Directed comprehensive requirements gathering and user story mapping, which led to a 25% increase in client saDsfacDon and a 40% YoY sales boost

EducaXonal Sales, Freelance 01/2016 - Present

• Produce and distribute high-quality language training resources, including podcasts and video shorts, in English and Mandarin to global users.

• Leveraged SEO tools like Google Search Console and Ahrefs, along with social media strategies, to boost engagement, driving a 40% increase in website traffic and achieving a 25% conversion rate from free resources to paid subscribers. EDUCATION

University of Texas at AusDn, Bachelor of Arts (BA) in PoliDcal Science / Global Business (BFP) 2011 University of Valencia, Reciprocal Exchange in PoliDcal Science and Business AdministraDon 2010 NaDonal Sun Yat-Sen University, Mandarin Language Study 2014

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