Camilo Angel
CUSTOMER SUPPORT MANAGER
- Role
- Customer Support Manager at Renaissance Learning
- Location
- Fort Lauderdale, FL, US
- LinkedIn followers
- 500 followers
About Camilo Angel
I am a seasoned business professional with 10+ years of customer success and sales…
Experience
Customer Support Manager
Feb 2024 — Present · FL, US
Led and mentored a team of 15 customer service associates across two ed-tech products, managing over customer inquiries annually while maintaining a 92% customer satisfaction rate. Optimized agent performance, improving case resolution efficiency.•Oversaw the data migration from a single-product CRM to a Salesforce instance consolidating client information for 18 products, ensuring a seamless transition.•Managed cross-functional relationships with Sales, Product, and Engineering teams to proactively address internal risk escalations, reducing potential non-renewals and revenue loss.•Served as the primary point of contact (POC) for new Product and Sales Managers, providing historical knowledge on products, processes, and customer relationships to support strategic decision-making.•Coordinated software update deployments with Product Teams, strategically scheduling rollouts to minimize disruptions during peak usage periods.•Led the implementation of an omnichannel support strategy, integrating voice, chat, and email to enhance customer experience across all products.•Developed a real-time metrics dashboard to track team performance, displaying staff capacity, case resolution rates, first response times, and resolution times for both email and chat interactions, with insights spanning daily, weekly, and year-to-date trends.•Collaborated with IT to migrate internal accounts and permissions to a new database, streamlining Single Sign-On (SSO) access across updated domains.•Advised the Support Operations Team on CRM (Salesforce) account merging strategies, reducing duplicate records and enhancing client data accuracy.•Led the transition to Office 365, spearheading the migration from Google Suite to ensure a smooth adoption process for all associates.
Skills
- Teamwork
- Social Learning
- Public Speaking
- Troubleshooting
- Research
- Management
- Powerpoint
- Microsoft Excel
- Leadership
- Microsoft Office
- Microsoft Word
- Project Management
- Myofascial Release
- Customer Service
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