Rafa's Customer Success Portfolio

Explore

Rafa’s Customer Success Portfolio

Online Resume

Rafael Gonzalez

📇 Contact

Rafael.O.Gonzalez10@gmail.com

⁠

https://www.linkedin.com/in/rafaelnsc/⁠

⁠

👂🏽 Summary

Customer Success Specialist with 4+ years of customer-facing experience building relationships, exceeding quota expectations, and winning championships as a team.

⁠

💻 Work experience

Invest with Scout | Customer Success

Central Europe (Remote) (September 2022 - July 2023)

Scout is the first digital family office solution for college athletes that combines financial education, wealth management, and tax preparation with a premium financial concierge service, i.e. giving all players the same level of support at the best pro players. Backed by Chingona Ventures, Chris Paul, Vernon Davis, Hustle Fund, OnDeck, OneTeam Partners, and Axum Investments.

Providing growth support - making introductions to numerous athletic departments across the country, creating additional revenue for the business.

Worked cross-functionally and improved customer sentiment by gathering customer feedback and communicating to Product and Engineering to help troubleshoot bugs and create new features.

Handling extensive support ticket volume on a myriad of issues, many related to financially sensitive topics, always with <24 hour turnaround and with >90% CSAT.

Driving a 10-person ambassador program focused on generating referrals on college campuses.

Sending Weekly Market Updates on the stock market to all 5,000+ clients - this product feature that has become a client favorite.

GymDesk | Customer Service Representative

Central Europe (Remote) (April 2021 - September 2022)

Gymdesk provides gym owners, trainers and martial arts instructors with the tools to operate a successful gym business. Gymdesk operates all the backgrounds of running small businesses; combining software development and passion for fitness and martial arts to create easy-to-use tools that help non-technical people manage and grow their gyms and martial arts schools.

Achieved customer retention of 93% by giving ongoing support and discussing strategy with clients.

Taught non-technical clients how to leverage GymDesk software and data to empower their day-to-day.

Actively listen to clients in order to provide product feedback to the engineering and product team.

Conducting 5-10 user research interviews per week, synthesizing the common themes, and providing product ideation & consultation.

Nobility Sports Company | Founder

Los Angeles (April 2018 - April 2021)

At Nobility Sports Company, I was passionate about soccer, and my mission to capture the essence of the beautiful sport through the art of video. I founded the small business during my undergraduate college years and I had dedicated myself to providing exceptional video recording and editing services tailored to the needs of universities, semi-professional soccer teams, local high schools, and soccer clubs.

Travel to different campuses, soccer venues, and events to professionally record soccer games, ensuring high-quality video and audio capture..

Perform pre-game and post-game editing to produce polished videos that showcase the excitement and key moments of each match.

Create engaging highlight reels that showcase the most thrilling and skillful plays, as well as individual highlights for standout players.

Communicate professionally with clients and teams to understand their needs and ensure satisfaction with the final product.

Upload and manage videos on our YouTube channel, optimizing descriptions, titles, and tags for maximum visibility.

CSU Bakersfield Student Housing | Residential Assistant

Bakersfield (August 2018 - August 2019)

CSU Bakersfield Student Housing plays a significant role in enhancing the overall college experience by providing students with a supportive and convenient place to live, learn, and grow during their time at the university. Aiming to create a welcoming and inclusive living experience that fosters community, promotes responsibility, and enriches the overall college experience. The dedicated team works tirelessly to ensure that every resident has the resources and support they need to thrive during their time at CSU Bakersfield.

As a Residential Assistant at CSU Bakersfield Student Housing, I played a vital role in creating a safe, supportive, and inclusive living environment for fellow students.

I fostered a sense of community by planning and facilitating engaging activities and events.

Mediated and resolved conflicts among residents, ensuring adherence to housing policies.

Collaborated with a diverse team to promote a positive residential experience.

Demonstrated strong interpersonal and communication skills, serving as a positive role model.

Verizon Wireless | Solutions Specialist

Lancaster (December 2016 - August 2017)

Verizon Wireless is one of the leading telecommunications companies in the United States, providing cutting-edge wireless communication and technology solutions to millions of customers. With a commitment to innovation, reliability, and customer satisfaction, we empower individuals, businesses, and communities to thrive in a digital world.

Achieve and exceed sales targets by effectively promoting wireless plans, devices, accessories, and additional services.

Proactively engage with customers to understand their needs and recommend Verizon Wireless products and services that best meet their requirements.

Stay updated on Verizon Wireless products, services, and promotions to provide accurate information and recommendations to customers.

Foster strong customer relationships by providing exceptional service and support before, during, and after the sale.

Collaborate with customers to design and configure solutions that align with their business or personal objectives.

Stay informed about market trends, competitive offerings, and customer preferences to remain competitive and adaptable.

T-Mobile | Retail Sales Associate

Palmdale (December 2014 - June 2016)

T-Mobile is a leading wireless telecommunications provider committed to revolutionizing the way people connect, communicate, and stay connected. With a legacy of innovation and a vision for an ever-connected world, we are reshaping the future of wireless communication.

Exceeded in new contract quotas, resulting in 60% local revenue growth at T-Mobile.

Clearly and effectively communicate product features, benefits, and pricing to customers.

Provide excellent customer service by addressing inquiries, resolving issues, and assisting with technical support.

Conduct follow-up with customers to ensure satisfaction and address any post-purchase questions or concerns.

⁠

🌏 Education

California State University, Fresno, M.A. Kinesiology | Sports Administration (2021)

University of California, Berkeley, Product Management Studio Certification (2020)

California State University, Bakersfield, B.S Kinesiology | Applied Exercise Science (2019)

Antelope Valley Community College, A.A Kinesiology (2017)

⁠

🛠 Skills

Communication (Project Manager)

Beginners Mindset (Always Curious)

Customer-First Mentality (Advocate)

Sales (Quota Crusher & Data Driven)

⁠

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.