High customer renewal rates. High customer satisfaction rates. D

PROFILE SUMMARY

Accomplished and results-oriented trilingual Client Success Manager with over a decade of experience driving success in diverse industries and global regions. Proven expertise in fostering and maintaining strong relationships with enterprise clients. Adept at aligning technology solutions with business objectives, ensuring optimal customer satisfaction and retention. Demonstrated success in strategic account management, revenue growth, and proactive issue resolution. Exceptional communication and collaboration skills with a commitment to customer advocacy. Seeking to leverage a rich background in customer success and account management to contribute to a dynamic team.

CORE COMPETENCIES

• English,Portugeuse & Spanish

fluency

• Customer Relationship Management

• Strategic Account Management

• Relationship Building

• Business Review and Assessment

• Strategic Planning and Execution

• Excellent Communication Skills

• Technical Support Collaboration

• Proactive Issue Resolution

• Training and Development

• Revenue Growth

• Product Knowledge

• Problem-Solving

• Customer Advocacy

• Adaptability and Flexibility

• Team Leadership

• Process Improvement

• Client Needs Assessment

• Market Research

• Key Performance Indicators

PROFESSIONAL EXPERIENCE

Server

Cane Rosso Restaurant, Dallas, Texas 2024-Present

• Featured on ‘Diners, Drive-Ins & Dives’ we are an extremely popular restaurant known for being one of America's best pizza places.

• I provide top-notch, hospitable service to Cane Rosso diners and guests. Take care of your floor section, obtain beverage and food orders, run food items from the kitchen and pizza line, ensure the proper steps of service are followed, tally receipts, give change and invite guests back as they leave.

• Follow established health and safety standards and stay up-to-date on new company policies and procedures. Know the menu items as items change seasonally, our specials, and educate guests accordingly.

• AD Hoc trainer.

Benefits advisor 2024-Present

Aflac, DFW Metroplex

• Dedicated Aflac Benefit Advisor with a passion for helping individuals and businesses navigate the complexities of insurance. Proven track record of delivering tailored benefit solutions to enhance financial security. Committed to building lasting relationships and providing top service in the ever-evolving landscape of employee benefits.

• Providing the industry’s Leading Supplemental benefits to both businesses and individuals throughout the US. Helping businesses increase employee morale, productivity & retention.

• Communicate the Value of Aflac’s Products & Services • Generate Sales via Networking, Referrals & Cold Calls.

• Schedule & Conduct Employer Presentations. Educate Employees on Benefit Options & Support Enrollment Needs.

• Provide Claims Support to New & Existing Clients.

• Dynamics CRM, Agent Hub.

Client Success Manager 2020-2023

Trend Micro, Irving, Texas

• Collaborated with the US & LATAM sales team to help up-sale current product portfolio and grow the territory 10%.

• Fostered strong relationships with a portfolio of key enterprise customers, serving as the primary point of contact for all post- sales activities.

• Worked closely with the technical support team to address customer inquiries and issues, ensuring timely resolution and maintaining high levels of customer satisfaction.

• Collaborated with customers to understand their business goals, challenges, and IT security needs, aligning Trend Micro's solutions to meet customer objectives.

• Conducted regular business reviews with customers to assess satisfaction, identify opportunities for improvement, and discuss the value of Trend Micro's products and services.

MICHELLE CANTU

Dallas, TX

*****.***@*******.***

Michelle Cantu 941-***-****

• Led the onboarding process for new customers, ensuring a smooth transition from sales to implementation and providing comprehensive training on Trend Micro's security solutions.

• Actively monitored customer accounts to identify and address any issues or concerns, working proactively to prevent escalations and ensure customer satisfaction.

International Sr. Account Manager / FastTrack Manager 2018 - 2020 Experis /Manpower Group / Microsoft Corp., Las Colinas, Texas

• Managed and nurtured a portfolio of international key accounts, serving as the primary liaison between clients and the Microsoft FastTrack team.

• Collaborated with clients to understand their business objectives, IT goals, and digital transformation initiatives, aligning Microsoft's FastTrack services to meet customer needs.

• Conducted in-depth account reviews and needs assessments, identifying opportunities for upselling additional Microsoft services and solutions.

• Led the delivery of FastTrack services, ensuring the successful adoption and implementation of Microsoft technologies, and facilitating a positive customer experience.

• Collaborated with the Microsoft product team to stay updated on product roadmaps, updates, and new features, and communicated this information to clients.

• Conducted regular account reviews and performance evaluations, identifying areas for improvement and implementing action plans to enhance customer satisfaction.

Incident Manager (IM)/ Account Manager 2016 - 2018 Brillio / Microsoft Corp., Las Colinas, Texas

• Delivered comprehensive end-to-end support to Premier Microsoft customers, managing all aspects of customer engagement, from development and implementation to upselling and yearly renewal planning.

• Achieved a remarkable 25% year-over-year revenue growth across a $3.5 million portfolio, demonstrating a strategic and customer-focused approach to account management.

• Utilized Key Performance Indicators (KPIs) to monitor and improve incident management processes, striving for continuous service quality enhancement.

• Assisted as an international interviewer at the Costa Rica office conducting in-depth analysis of candidate data and qualifications to assess employment eligibility, demonstrating strong attention to detail and adherence to hiring criteria.

• Developed and facilitated new hire orientation programs, introducing employees to the company culture, values, and collaboration frameworks.

• Conducted precise and culturally nuanced translations from English to Portuguese and Spanish for a weekly newsletter targeting Microsoft Premier customers and partners in Latin America. LATAM Marketplace Escalations Tier 3 / Global Account Billing Escalation Engineer 2014 - 2016 Sales translator support

CompCon Tech / Microsoft Corp., Las Colinas, Texas

• Managed and resolved complex escalation issues within the LATAM Marketplace, serving as a Tier 3 escalation point for intricate technical and customer concerns.

• Collaborated with cross-functional teams to analyze and address escalated issues, ensuring timely and effective resolution to meet customer and partner expectations.

• Applied in-depth technical knowledge to troubleshoot and resolve billing-related escalations for global accounts, providing expert guidance on complex billing inquiries.

• Collaborated with sales teams to understand translation requirements, adapting communication materials to align with local market preferences and language nuances.

• Engaged in continuous learning and professional development to stay abreast of industry trends, linguistic nuances, and translation best practices.

Sales Executive 2013 - 2014

Town East Ford, Mesquite, Texas

• Successfully met and exceeded monthly sales targets, contributing to the overall profitability and success of the dealership.

• Effectively communicated and negotiated with customers to finalize sales transactions, ensuring a positive and seamless buying experience.

• Engaged in customer-focused sales activities, providing personalized assistance to clients throughout the vehicle purchasing process.

• Conducted comprehensive needs assessments to understand each customer's preferences, budget, and requirements, tailoring sales presentations accordingly.

Manager & Server 2010 - 2013

NRC Corporation, Nokomis, Florida

• Spearheaded the successful management of a family restaurant, orchestrating a remarkable 30% increase in sales through a strategic focus on quality, operational efficiency, and the delivery of exceptional customer service.

• Implemented and optimized the Order to Cash cycle, streamlining processes to enhance overall operational efficiency and financial performance.

• Orchestrated comprehensive coaching and development initiatives for the team, fostering a culture of service excellence and continuous improvement.

VIP Manager 2008 - 2010

Michelle Cantu 941-***-****

Cavalia Show, U.S.A & Canada

• Oversaw the full spectrum of VIP operations, including hiring, training, and supervision of a dynamic team of 20 employees.

• Fostered a positive and collaborative team culture, promoting effective communication and a commitment to delivering unparalleled VIP service.

• Maximized profits through astute cost and loss control measures, identifying areas for optimization and implementing strategic solutions.

Choreographer & Aerialist / Entertainment Manager 2004 - 2008 Ringling Brother’s Bailey Circus & Winn Thrills Entertainment

• Led and choreographed captivating and visually stunning performances as an aerialist, contributing to the overall entertainment experience of the Ringling Brother’s Bailey Circus.

• Managed the logistical aspects of entertainment productions, including scheduling rehearsals, coordinating costume changes, and ensuring smooth transitions between acts.

EDUCATION

• Bachelor’s degree in communication & journalism, Helio Alonso Integrated University, Rio de Janeiro, RJ- Brazil 1999 to 2003

Skills and Abilities

• Multilingual. Fluent in Portuguese, English & Spanish.

• Salesforce, Windows, Microsoft Azure, M365 products, development Microsoft Cloud, CRMs.

• Highly proficient with Salesforce and Microsoft 365 tools and migration processes.

• Competent with Cloud systems adoption.

• Microsoft 365 products & Microsoft Cloud trained.

• Ford Sales certified.

Contact this candidate