Customer Success Analyst with Tech Troubleshooting Skills

OCTAVIO MEXIA

Customer Success Analyst

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

Mexico

Professional Summary

E-Commerce web developer with 7+ years of experience building, optimizing, and supporting high-volume online platforms. At ClickFunnels, I delivered hands-on website development and client education for thousands of entrepreneurs, guiding them in creating responsive, conversion-focused websites. At Payments AI, we supported global e-commerce operations through risk analysis, fraud prevention, and compliance reviews, ensuring secure, reliable transaction flows for merchants and customers.

Professional Experience

Marketplace & Customer Service Coordinator – Ergonomik.mx 2025-Present

Manage Mercado Libre and Amazon sales accounts.

Monitor, and update product pricing and listings.

Process and track sales and purchase orders.

Coordinate product shipments and ensure on-time delivery to customers. Upload and maintain the product catalog across marketplaces. Provide customer service and post-sale support through social media channels. Payments AI – Gateway Processor Support Specialist 2023-2025

Conduct risk reviews and fraud analysis on flagged accounts, identifying anomalies and preventing fraud.

Review merchant applications, ensure compliance, and draft clear, actionable guidance to secure approvals.

Monitor payout processes and transaction activity. Deliver real-time support through live chat and ticket systems, balancing speed with accuracy in high-stakes situations.

Collaborate with cross-functional teams to improve market safeguards and optimize client integrations.

ClickFunnels - Client Education & Content Specialist 2022-2023

Hosted live webinars and interactive Q&A sessions to educate users on new product features and strategies.

Conducted 1:1 consultations, guiding clients step-by-step through creating effective websites.

Developed a members-only video library, transforming recorded webinars into an accessible knowledge hub.

Researched, scripted, and produced instructional videos and help documents, ensuring content was accurate, timely, and engaging.

ClickFunnels – Technical Support Specialist

2018 – 2022

Delivered real-time troubleshooting via Zendesk and Google Meet, consistently achieving top customer satisfaction scores.

Conducted technical analysis of bugs and system issues, documenting findings and working with developers to ship fixes.

Produced and improved help documentation and training materials, simplifying complex workflows into concise, user-friendly guides.

Trained and onboarded new support specialists, setting standards for communication clarity and process accuracy.

Innovaqua – Digital Marketing Manager

2017 – 2018

Designed and executed multi-channel digital campaigns (social media, email, and display ads) that increased engagement by 20%+.

Produced ad creatives and commercials, collaborating with design and media teams to ensure brand consistency and high audience impact. Managed and optimized ad impressions and reach, adjusting budgets and targeting to maximize ROI.

Delivered weekly performance reports with actionable insights, helping leadership refine marketing strategies.

Leveraged Google Analytics and campaign KPIs to identify growth opportunities and optimize conversion funnels.

Coordinated campaign timelines and deliverables, ensuring all initiatives launched on schedule and within budget.

Entrepreneurship & Projects

Co-Founder & Project Lead Moncho.Mx / Repartos.Mx 2016 – 2017

Co-founded and launched a food delivery platform, operating similarly to Uber Eats, to connect local restaurants with customers via mobile app. Conducted market research and competitor analysis to identify customer needs, pricing models, and growth opportunities.

Secured investor funding through strategic pitches, showcasing market potential, financial models, and adoption forecasts.

Directed the end-to-end app development lifecycle, from product design to deployment on Google Play, ensuring usability and performance. Negotiated partnerships with local restaurants and vendors, expanding food offerings and strengthening platform credibility.

Designed and implemented logistics and delivery operations, including driver onboarding, route optimization, and service reliability. Built operational processes and customer support flows to ensure a seamless user experience for both merchants and end-users.

Founder & Marketing Lead Son Churros

2013 – 2017

Founded and scaled a dessert food cart business into a chain of 5 locations, achieving 700% sales growth within two years.

Built a strong brand identity and social media presence, creating engaging campaigns that drove customer loyalty and positioned the brand above competitors. Managed end-to-end marketing efforts, including content creation, promotions, and local event activations to boost visibility.

Oversaw financial operations such as budgeting, cash flow management, supplier negotiations, and profit optimization.

Recruited, trained, and supervised a team of 15+ employees, setting performance standards and ensuring operational efficiency.

Directed day-to-day business operations, from inventory management to customer service, maintaining consistency across all locations. Expanded partnerships with suppliers and vendors to secure cost-effective deals and improve margins.

Education

Bachelor’s Degree in Marketing Universidad La Salle Del Noroeste (2009 – 2012) Key Skills

Research & Trend Analysis (risk reviews, market monitoring, digital campaign analysis) Content Creation & Writing (help docs, webinars, knowledge bases, market-facing copy) Market & Risk Assessment (fraud detection, compliance reviews, transaction monitoring) Technical & Analytical Tools: Google Analytics, Zendesk, Shopify, WordPress, ClickFunnels, GoHighLevel.

Digital Marketing: Google Ads, Facebook Ads, Email Campaigns (Mailchimp, Sendgrid, Aweber)

Core Strengths: Speed + Judgment Attention to Detail Communication Clarity Client Engagement

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