Daniel Amézquita Talero

• Led the Customer Experience team, building a collaborative environment that improved ownership and service consistency across support interactions
• Managed escalations and critical complaints, restoring customer trust and reducing repeat issues
• Redesigned the customer journey, removing friction points and shortening resolution paths by 20%
• Analyzed customer data and feedback to prioritize improvements, increasing NPS to 60%
• Built and ran customer satisfaction surveys and feedback loops, turning insights into targeted service improvements
• Drove cross-department initiatives with Product, Sales and Operations, using customer insights to define priorities and guide releases

Directed cross-functional teams to resolve client concerns and enhance service delivery. (Support, Onboarding, Customer Success, Key account Management).

• Led Customer Success, Support and Onboarding collaboration to improve service delivery and client experience across the lifecycle
• Identified at-risk accounts and guided recovery plans with the CS team to prevent churn
• Coached Customer Success Managers on running business reviews and aligning product usage with client goals
• Supported strategic accounts and stepped in on high-impact clients when needed
• Used customer feedback and usage insights to improve success processes and engagement
• Drove expansion to 15% by helping the team identify upsell opportunities during account reviews

• Led Customer Support operations, maintaining 95% customer satisfaction over five years
• Streamlined support workflows and service processes, reducing first response time to 30 minutes
• Analyzed customer feedback and support trends to identify recurring issues and improve service delivery
• Managed and developed support team performance through regular reviews, coaching and recognition
• Led onboarding implementation projects, coordinating cross-functional teams to ensure smooth client launches
• Introduced onboarding performance metrics (NPS, onboarding time, graduation rate) to track success and improve client activation
• Refined onboarding processes and implementation strategies to accelerate customer adoption and reduce friction

Member of the leadership team contributing to the CRC Oro Award (2017) for Best Technical Support for the HP Instant Ink program.

• Managed the Instant Ink Service Management team for the Hewlett-Packard program, overseeing daily operations and service performance
• Set and monitored action plans for support teams, coaching agents and driving continuous improvement in service quality
• Provided regular performance feedback and development support to service agents to strengthen team results
• Reported operational performance and improvement plans directly to the onsite Operations Manager and HP Operational Manager
• Delivered weekly operational reports to Hewlett-Packard outlining service performance, key issues and corrective actions
• Served as Local Training Coordinator (LTC), organizing technical and soft-skills training programs required by HP and reporting training outcomes directly to HP stakeholders.
• Administered production systems including ASTRO, LMI, and Careforce, managing user accounts, permissions, internal audits, and operational reporting to HP

Acted as backup Operational Manager for the HP Instant Ink and PL30 campaigns, supporting operational continuity and team coordination

• Facilitated immersive experiences for tourists, promoting sustainable interaction with the environment and cultural heritage of Rosario Islands.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.