Salvador Cervantes

About

Over the last decade, my journey has taken me through the creation and scaling of Customer Support departments across various industries. I have developed and implemented both internal and external processes that have significantly enhanced customer satisfaction. With an entrepreneurial spirit guiding me, I am expanding my horizons to include coaching, sharing the wealth of knowledge from my achievements and the self-growth opportunities I've encountered. My primary goal remains to bridge the gaps between customers and our company, fostering deeper, more meaningful relationships. Simultaneously, I'm committed to supporting the current and upcoming generations in achieving their professional dreams, guiding them through the complexities of career development and growth.

Experience

• Manager, Operations and Support · HealthLink Dimensions08-01-2024

  Strategic operations leader responsible for customer-facing team performance, departmental structure, and retention initiatives. Managing cross-functional operations while building scalable systems that support company growth. Key responsibilities included strategic planning, customer retention, process documentation, team leadership, project management, data-driven decision making, and escalation management.

• Creator · PersonsalSal12-01-2023

  Coaches individuals in their career journeys within the customer experience field. Partners with companies to assist in creating internal processes for their customer experience teams, enhancing their presence and internal workflows. Hosts the Customer Support World Podcast, creating content to help individuals and businesses provide the best possible support and customer experience.

• Manager, Customer Operations and Support · data.world11-01-2022 – 12-01-2023

  Led the development and integration of advanced internal processes and workflows to enhance efficiency and quality. Achieved faster and higher-quality resolutions of customer support tickets through automation and AI technologies. Fostered strategic partnerships, managed a multi-shift team, and oversaw the transition from Zendesk to Jira Service Management.

• Technical Support Manager · MemberSuite, Inc.10-01-2018 – 11-01-2022

  Developed new automations within Zendesk to optimize team time and resources, significantly speeding up resolution times and enhancing customer satisfaction scores. Collaborated with executives to analyze customer feedback and trends, providing strategic insights. Oversaw a multi-tier support team, fostering professional growth and operational efficiency.

• Support Manager · COCARD/A-AAccess Point of Sale Solutions for Your Business10-01-2016 – 10-01-2018

  Directed and trained the department on POS implementation projects, enhancing operational efficiency and customer service quality. Managed complex merchant account issues and provided specialized support for the merchant services industry. Conducted employee check-ins, mentoring, performance reviews, and oversaw day-to-day activities.

Education

• ITT Technical Institute-DuluthBachelor's degree, Computer Networking

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