Linda Lopez

I am a woman who is passionate about the user, customer, product and service experience, everything as a whole. Shortly, I have had the opportunity to found the CS-CX team and be part of the founding team at Ringcentral, startup that we led to turn it into a unicorn, an experience that challenged, inspired and shaped me. Currently looking for a new career challenge, as well as being a mentor and consultant for startups/companies that want to start a CS-CX team. Enthusiast in technology, AI and data. In my work I try to bring to the table business strategies that respect all benefits and experience of the customer yet driving usability, product adoption, satisfaction and retention.

Within the art of leading and managing people, my style of leadership drives to quick adaptation to change, spaces where creativity and new ideas are welcomed, empathy, generating genuine teamwork and commitment. I have the ease of identifying the strengths and weaknesses within the members of a team which helped me to take action and implementation in any need or project at the moment.

• Nielsen : Customer Success Specialist -Serve as the primary contact and provide first-level support for clients. -Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed -Log and track calls using Salesforce tracking software and maintain historical records and related problem documentation, as well as respond to the customer in a timely manner. -Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.
•  Sutherland / RingCentral Oct 2021 – May 2023 Customer Success Manager - Establish and maintain customer relationships. - Held frequent periodic health checks to increase their LTV - Focused on customer goals to achieve adoption, retention, and expansion. - Customer Advocacy via NPS surveys, use-case studies, mutual success plans, and more. - Worked closely with multiple support and sales departments for timely turnarounds. - Maintain and improve MRR via discovery and problem solutions. - Helped manage UCaaS and CCaaS for my customers (RingCentral and Nice InContact) - Hosted QBRs with usage statistics, trends, and customer company research. 
• Netflix Jun 2019 – Sep 2021 Intraday Analyst - Create and implement dash boards - Contact reasons - Reforecast Volume - Data Analysis - Global Operations/Regions - Identify Contact volume - Weekly and monthly reports - Perform Update records -

Universidad del Valle