Patricia Santiago
Customer Success Manager
capital federal,B
Summary
Results-driven Customer Success Manager with a master's in Project Management. Managed large international accounts, enhancing customer loyalty and optimizing client relationships. Fluent in English and Spanish, leveraging expertise in project coordination and data analytics for successful outcomes.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Customer Success Manager
TransPerfect
2023.12 - Current
- Program manager for Fortune 500 companies such as T-Mobile, Eastman Chemicals, Rockwell, BASF, Micron, Cummins and others
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Oversaw multinational teams
Associate Customer Success Manager
TransPerfect
2021.07 - Current
- Served as the primary point of contact and ensured seamless communication between global production teams and clients
- Successfully coordinated and delivered international projects ahead of deadlines, meeting all quality standards and exceeding client expectations
- Streamlined quoting and billing processes, reducing turnaround time by 50% while ensuring accuracy
- Successfully reduced turnaround times to achieve 80% to 100% on time delivery on all programs
Associate 2
PwC
2021.07 - 2021.12
- Provided external auditing services of financial statements, processes, and controls in collaboration with PwC US, Mexico, and Puerto Rico
Specialist 4
PwC
2020.12 - 2021.07
- Selected as one of the inaugural members of the Center of Excellence (CoE), pioneering a pilot program aimed at expanding auditing responsibilities within PwC Argentina
- Delivered timely audit findings under tight deadlines, directly contributing to Credit Suisse's successful annual auditing cycles
Specialist 3
PwC
2020.07 - 2020.12
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Followed all company policies and procedures to deliver quality work.
Account Executive
Delta Media Trends Group
2019.01 - 2019.08
- Managed social media content strategy, generation and management for high-profile clients, including Hada Labo Tokyo, Lip Ice, Perfecta, and Patuelli
- Afterwards I was assigned as Account Executive and oversaw all the company accounts
Community Manager
Delta Media Trends Group
2018.07 - 2019.01
Freelance Community Manager
Turaser
2016.10 - 2017.12
- Designed and implemented paid media strategies as well as managed client communications
- Boosted campaign performance, resulting in a 13% increase in audience engagement and a 20% improvement in ad ROI
- Spearheaded a growth initiative that increased monthly social media quote requests from 5 to over 300, significantly expanding client leads and conversion opportunities
Accounts Assistant & Junior Event Coordinator
Lu Events LLC
2015.07 - 2017.04
- Assisted PR and Event initiatives for all clients of the organization
- Supported high-profile clients, including Pepsico, Ron Santa Teresa, NBC Universal, and Sony Pictures Television, by coordinating events logistics and ensuring flawless execution, contributing to a 100% success rate for events
- Served as a PR assistant, producing blogs, press releases, and translations, which elevated clients' public profiles and enhanced their brand storytelling
Resident Assistant (RA)
Pratt Community College
2011.08 - 2011.12
- Held a leadership position, managing a community of 1200 students and fostering a supportive and inclusive living environment
Work Study for the Learning Resource Center (LRC)
Pratt Community College
2011.05 - 2011.12
- Assisted with library inventory and customer service
- In addition, collaborated with team members to package and ship books to Better World's Books, contributing to the organization's mission of literacy and sustainability
Education
MBA - Project Management
CEUPE- European Business School
Online 2022.05 - 2023.05
Bachelor of Science - Business Administration, Management, Art History
Barry University
2012.01 - 2015.05
Associates in Art - Graphic Design
Pratt Community College
2010.08 - 2012.05
Skills
Bilingual
MS office
Microsoft Tools
Alteryx
Tableau
ProjectA
JIRA
Ariba
AEM
Customer account management
Customer onboarding
Awards
- Dean's List, Barry University, 09/01/14
- Epsilon Iota Honor Society, Fall 2013
- Certificate of Achievement, Fall 2012
- Member of Phi Theta Kappa Honor Society, Fall 2012
- Certificate of Achievement for outstanding service, dedication and contribution to the Achievement of Learning Resource Center goals, Fall 2012
- Outstanding International Student of the Year, Spring 2012
- Member of Pratt Community College International Club, Spring 2012
- Member of Family, Career and Community Leaders of America (FCCLA), Fall 2011
- Distinguished Scholastic Achievement Certificate, Spring 2011
- Member of PwC's Center of Excellence 'CoE'
Timeline
Customer Success Manager
TransPerfect
2023.12 - Current
MBA - Project Management
CEUPE- European Business School
2022.05 - 2023.05
Associate Customer Success Manager
TransPerfect
2021.07 - Current
Associate 2
PwC
2021.07 - 2021.12
Specialist 4
PwC
2020.12 - 2021.07
Specialist 3
PwC
2020.07 - 2020.12
Account Executive
Delta Media Trends Group
2019.01 - 2019.08
Community Manager
Delta Media Trends Group
2018.07 - 2019.01
Freelance Community Manager
Turaser
2016.10 - 2017.12
Accounts Assistant & Junior Event Coordinator
Lu Events LLC
2015.07 - 2017.04
Bachelor of Science - Business Administration, Management, Art History
Barry University
2012.01 - 2015.05
Resident Assistant (RA)
Pratt Community College
2011.08 - 2011.12
Work Study for the Learning Resource Center (LRC)
Pratt Community College
2011.05 - 2011.12
Associates in Art - Graphic Design
Pratt Community College
2010.08 - 2012.05