Maria Charles
Associate Enterprise Consultant @Funnel Leasing
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WORK HISTORY
Associate Enterprise Consultant @Funnel Leasing
Strategic partner to 2 large enterprise multifamily operators, aligning Funnel’s technology stack with portfolio-wide operational and revenue objectives Lead AI-driven initiatives, adoption of conversational AI, automation workflows, and data-informed decision making Conduct end-to-end product reviews and gap analyses to identify friction points, improve leasing workflows, and enhance renter experience Serve as strategic advisor and escalation point for complex issues, coordinating across Product, Engineering, Integrations, and Support teams Collaborate with Sales and Professional Services to identify expansion opportunities and support long-term growth strategies Monitor performance metrics and platform utilization to drive increased adoption and measurable impact
EDUCATION
Universidad Rafael Belloso Chacín
Bachelor of Science - BS, Industrial Engineering
Universidad Rafael Belloso Chacín
Master's degree, Business Management
Universidad del Zulia
Diploma , Psychoneuroimmunology
ABOUT MARIA CHARLES
Bilingual, 8+ years in customer-facing roles and project management, including 4+ years of experience as a Customer Success Manager. Leading enterprise programs, managing over $9M in lifetime ARR and maintaining a 3% churn rate with an NPS score of 9.3/10. Well versed in building customer relationships, increasing product adoption, and driving customer retention, with a Bachelor\'s degree in Engineering.KEY STRENGTHS:Strategic Leadership, Project Management, Customer Success, Customer Satisfaction, Relationship Building/Management, Data Analysis Reporting, Technical Presentation, Sales Process, Account/Vendor Management, Cross-Functional Leadership, New Hire Training, Training and Development, Team Management, Reduce Churn, Customer Advocacy, Customer Onboarding, Upselling, Increase Client Retention, Partner Relationship Management, Business Strategy, Strategic CommunicationsAchievements I am proud of:I had the opportunity to contribute to the development of the award-winning chatbot project,\"Sympathy,\" at Inbenta Technologies, which resulted in receiving the esteemed Best Chatbot of 2021 award at the Planeta Chatbot Awards.Increased customer satisfaction 78% by collaborating cross-functionally across key departments to improve operations and provide an exceptional customer experience while managing customer escalations, balancing customer expectations, and negotiating successful resolutionIncreased upsell opportunities 25% by collaborating closely with the sales team to present customer feedback and customer trendDrove 10% product adoption increase by gathering customer feedback and developing user-centric featuresHobbies:When I\'m not in the office, I embrace the beauty of nature through activities like biking, camping and skiing. Volunteering is a passion of mine, as I believe in giving back to the community. In my leisure time, I find joy in dancing and exploring books on personal growth, and indulging my curiosity, constantly seeking to learn and evolve.#NatureEnthusiast #VolunteerWork #Dancing #PersonalGrowth
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