Customer Success & Client Relations Leader

Ana V. Hereu

786-***-**** **********@*****.*** www.linkedin.com/in/ana-hereu-334329a0 Bilingual: English & Spanish

PROFESSIONAL SUMMARY

Customer Success & Client Relations Professional with 8+ years of experience driving customer retention, operational efficiency, and service excellence in SaaS and property management environments. Proven ability to manage high-volume client portfolios, optimize workflows using AI-driven tools, and deliver data-informed solutions that improve customer outcomes. Recognized for exceeding KPIs, strengthening client relationships, and enhancing the end-to-end customer experience. CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

Customer Success Specialist (formerly Customer Care Specialist I) AppFolio Remote 2021 – 2025

Managed a high-volume portfolio of tenant and owner accounts, delivering end-to-end support and ensuring timely resolution of complex service issues.

Leveraged AI-driven tools to streamline maintenance workflows, improving response times and operational efficiency. Partnered with cross-functional teams to provide “voice of the customer” insights, contributing to product and process improvements.

Consistently exceeded KPIs for customer satisfaction, response time, and resolution rates in a fast-paced SaaS environment.

Mentored team members on automation tools and best practices, improving team performance and service consistency. Client Relations & Operations Manager

Real Property Management Dade Miami, FL 2014 – 2019 Managed relationships across a portfolio of property owners and tenants, driving high retention through proactive communication and service delivery.

Led daily operations and implemented process improvements that enhanced efficiency and customer satisfaction. Negotiated lease agreements and resolved complex disputes, balancing client needs with business objectives. Trained and onboarded staff on systems, workflows, and customer experience standards. KEY ACHIEVEMENTS

Maintained customer satisfaction scores consistently above 90% Managed 100+ customer interactions daily across phone, email, and chat Improved service efficiency through AI-driven workflow enhancements Contributed to increased customer retention through proactive engagement strategies Customer Success & Retention

Client Relationship Management

SaaS & Technical Support

AI-Driven Workflow Optimization

CRM & Property Management Systems (AppFolio, Yardi, Propertyware, Salesforce) Escalation & Conflict Resolution

Cross-Functional Collaboration

Process Improvement & Training

PROFESSIONAL DEVELOPMENT

https://mail.google.com/mail/u/0/#drafts?compose=prDfqJqbzqbrsGtXcFBGgCjJzBCgcTpzgNMlGFSHCRHqmPHWXKcfSlWkJkvsftRQwPCntGTxbvsq… 1/2 4/16/26, 10:16 AM Drafts (994) - **********@*****.*** - Gmail TECHNICAL SKILLS

Microsoft Office (Advanced) Salesforce Slack Coda ChatGPT Gemini Copilot CRM Platforms Property Management Systems

LANGUAGES

English (Native) Spanish (Native/Fluent)valu

Licensed Florida Real Estate Agent Florida Notary Sandler Sales Training Customer Service Excellence Turner School of Construction Management

FCC Small Business Cybersecurity Certification

AppFolio, Yardi & Propertyware Certifications

Project Management Team Leadership Conflict Resolution

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