Susana Stolz Larrieu
Guatemala City,GU
Summary
Accomplished Director of Client Success at DashVA, adept in CRM software and relationship management, significantly enhanced client retention through strategic improvements and team leadership. Leveraged problem-solving skills and a customer-centric approach at Telus International, achieving notable success in talent acquisition and client satisfaction.
Professional in client success management, prepared to drive impactful results. Skilled in customer relationship management, strategic planning, and team leadership.
Focused on fostering collaboration and adapting to evolving needs. Reliable, results-driven, and adept at aligning client objectives with business goals. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Director of Client Success
DashVA
01.2024 - Current
- Mentored junior team members, providing guidance on best practices for managing client relationships and achieving success metrics.
- Organized quarterly business reviews with key clients to showcase performance metrics and discuss opportunities for growth and improvement.
- Developed strong relationships with clients through regular communication and personalized attention, resulting in increased retention rates.
- Managed a diverse portfolio of clients across multiple industries, demonstrating adaptability and deep understanding of unique needs and success drivers for each account.
- Analyzed client feedback and data trends to develop targeted improvement plans for individual accounts.
- Presented data-driven insights and recommendations to senior leadership on strategies for enhancing client experiences.
- Resolved escalated customer concerns promptly, taking necessary corrective actions to prevent future occurrences while preserving positive relationships.
- Headed off issues and proactively implemented plans and actions to mitigate.
- Cultivated a culture of continuous improvement within the Client Success team by soliciting staff input on potential enhancements and leading change efforts accordingly.
- Answered customer questions via telephone, email and live chat services.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
External Resource Manager
Capgemini Business Services
01.2017 - 02.2024
- Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced turnover rates.
- Served as a key point of contact for both internal stakeholders and external partners on matters relating to resource availability and allocation, fostering strong relationships built on trust and transparency.
- Streamlined resource allocation processes by implementing efficient scheduling and tracking systems.
- Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times.
Senior Recruiting Manager
Telus International
02.2014 - 01.2017
- Partnered with external agencies to supplement internal resources during periods of high-volume hiring.
- Conducted thorough candidate interviews, assessing qualifications against role requirements for optimal fit within teams and company culture.
- Actively participated in industry conferences, staying up-to-date on emerging trends related to talent acquisition.
- Implemented a comprehensive onboarding program to improve new hire retention and satisfaction.
Senior Recruiting Coordinator
Telus International
07.2012 - 01.2014
- Mentored junior recruiters, sharing industry knowledge and expertise to elevate overall team performance levels.
- Developed strong talent pipelines for critical roles by proactively sourcing candidates and maintaining relationships.
- Maximized team productivity with thorough training sessions on recruiting best practices and new technologies or tools.
- Served as a subject matter expert on employment laws and regulations, minimizing risk to the company during the hiring process.
Customer Service Lead
Xerox, ACS
01.2011 - 06.2012
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Education
Certification - Talent Management
Allison
Remote 09-2024
Engagement Manager Program - Project Management
Capgemini University
Guatemala City, Guatemala12-2023
Certification in Emotional Intelligence -
Capgemini University
Guatemala City, Guatemala01-2021
International Certification - Human Resources Management
ENYE
Guatemala City, Guatemala05-2020
Bachelor of Legal And Social Sciences - Law
Universidad Rafael Landivar
Guatemala City, Guatemala11-2017
Skills
- Customer Satisfaction
- Relationship Management
- Upselling strategies
- CRM Software
- Client onboarding
- Customer Relations
- Document Review
- Quality Assurance
- Client Retention
- Client Interviews
- Lead Management
- Teamwork and Collaboration
- Time Management
- Problem-Solving
I was a high-performance athlete on Guatemala's swimming team for 13 years
I was a high-performance athlete on Guatemala's swimming team for 13 years, where I dedicated myself to training and competing at an elite level. During this time, I set several national, Latin American, and Pan American records, and I earned multiple medals in prestigious competitions. My experience as a swimmer taught me the importance of discipline, perseverance, and teamwork, shaping my character both in and out of the pool. This journey instilled in me a strong work ethic and a passion for pushing my limits, qualities that I carry into all aspects of my life.
Timeline
Director of Client Success
DashVA
01.2024 - Current
External Resource Manager
Capgemini Business Services
01.2017 - 02.2024
Senior Recruiting Manager
Telus International
02.2014 - 01.2017
Senior Recruiting Coordinator
Telus International
07.2012 - 01.2014
Customer Service Lead
Xerox, ACS
01.2011 - 06.2012
Certification - Talent Management
Allison
Engagement Manager Program - Project Management
Capgemini University
Certification in Emotional Intelligence -
Capgemini University
International Certification - Human Resources Management
ENYE
Bachelor of Legal And Social Sciences - Law
Universidad Rafael Landivar
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