Eduardo Valencia

About Eduardo Valencia

As a dedicated Customer Success Manager with a decade of experience across multiple customer-centric roles, I have honed my ability to drive customer satisfaction and engagement, employing strategic customer success initiatives to navigate intricate service landscapes.I thrive on blending a robust background in customer service, relationship management, and strategic planning to enhance customer retention and ameliorate customer experience. I excel at designing and executing customer success strategies, which harmonize with business objectives and customer demands. My expertise in CRM systems like HubSpot and Zendesk enables me to closely monitor team performance and build robust relationships with key stakeholders for seamless service delivery. Adept at collaborating with cross-functional teams, I ensure that customer success initiatives coalesce with wider business objectives. Leveraging data-driven insights, I make informed decisions to address customer concerns and uplift service delivery.Utilizing my exceptional ability in conflict resolution and problem-solving, I work diligently to transform customer feedback into tangible service improvements. With a knack for user experience optimization, I adopt a customer-centric approach that maximizes product adoption and enhances user experience. As a team leader, I promote a culture of continuous learning, imparting training to ensure my team is well-equipped to address customer needs.Here is a brief glimpse of my accomplishments- Achieved a 20% hike in customer retention and decreased client resolution time by 70%; improved team monitoring by introducing KPIs tracked via CRM systems- Facilitated the success of a high-performing team, enhanced customer satisfaction and engagement, and streamlined operations via data-driven decision-making- Successfully enhanced business continuity during the COVID-19 pandemic by implementing an effective remote work strategy for 1500+ employees and achieved a 50% reduction in cost per contact.If you are looking for a dynamic leader with a history of improving customer satisfaction, engagement, and driving customer retention, reach me at e••••••••@gmail.com.Key Skills: Customer Retention & Satisfaction, User Experience Optimization, Performance Metrics & KPIs, B2B & B2C Customer Success, Issue Resolution

Experience

1. Risk and Regulation Operations Senior Manager

   Bayside Support Services LLC

   Aug 2024 — Present · Las Vegas, NV, US

   Lead Risk (platform violations and compliance response) and Regulatory teams (emergency and legal response) for a global digital streaming platform, ensuring compliance with evolving government regulations and internal governance standards.Managed and mentored a cross-functional team responsible for compliance monitoring, policy enforcement, regulatory reporting, and emergency responses. Partner with legal, product, HR, and operations teams to translate regulatory requirements into operational policies and enforcement procedures.Led the development of leadership assessment and capability-building frameworks to strengthen management effectiveness in risk identification, regulatory compliance oversight, and team performance.Led cross-functional initiatives to standardize processes and improve documentation across Customer Support, IT, Finance, and Fraud teams.Auditing and improving compliance monitoring and reporting systems to track risk indicators and improve decision-making.Drove operational improvements that reduced compliance incidents and response times, enhanced policy enforcement quality, and strengthened platform trust and safety standards.

Education

• The Art Institute of Las Vegas

  Bachelors of Science Degree, Business Administration and Management, General

• Pensole Footwear Design Academy

  Footwear Design Master Class

  2014 — 2014

Skills

• Apparel
• Store Management
• Styling
• Fashion
• Retail Sales
• Fashion Shows
• Trend Analysis
• Trend
• Powerpoint
• Customer Service
• Fashion Illustration
• Inventory Management
• Photoshop
• Loss Prevention
• Trend Forecasting
• Draping
• Visual Merchandising
• Merchandising
• Retail
• Adobe Photoshop