JOSÉ LUIS GILBERTO

[email protected] • (+569) 6 403 4875
LinkedIn: linkedin.com/in/joseluisgilberto

PROFESSIONAL SUMMARY

Dynamic Senior Project Manager and Sales professional with over 8 years of experience driving cross-functional teams to exceed project goals and revenue targets in fast-paced environments. Expert in Agile methodologies, Jira, Confluence, and budget management, consistently delivering projects on time and within budget while increasing sales by 25% year-over-year. Proven leader who fosters team development through mentoring and collaborative problem-solving, enhancing productivity and stakeholder satisfaction. Adept at leveraging industry-specific tools like Moodle Suite and Miro to optimize workflows and align project outcomes with strategic business objectives.

WORK EXPERIENCE

Project Manager Senior & Sales
12/2022 - 02/2025
Zendesk
• Led cross-functional teams of 15+ members across Development, UX, Marketing, and Sales to execute a strategic roadmap, driving a 25% increase in customer engagement and generating $2M incremental revenue within 12 months through targeted initiatives
• Implemented Scrum and Kanban methodologies alongside automation tools such as Jira and Zapier, optimizing project workflows to reduce delivery times by 20%, cut operational costs by 15%, and maintain budget variance within 10%
• Directed stakeholder communications and negotiations, aligning strategic objectives that resulted in a 15% growth in client retention, a 10% increase in upsell opportunities, and a 12% expansion in the sales pipeline, enhancing overall revenue streams
• Spearheaded the configuration, management, and training of Zendesk Suite for over 100 clients, automating support processes with custom workflows and AI-powered chatbots that improved ticket resolution time by 30% and boosted user adoption rates by 40%
• Championed sales pipeline development by leading sales leadership collaboration to implement CRM enhancements and targeted campaigns, contributing to a 20% increase in qualified leads and accelerating deal closure rates by 18%, directly influencing quarterly revenue growth
• Pioneered integration of advanced AI-driven analytics and machine learning tools within Zendesk Suite to forecast customer behavior, enabling proactive service strategies that reduced churn by 22%, increased upsell conversion by 15%, and positioned the company as a leader in AI-powered customer service solutions
CX & Business Operation Manager
03/2019 - 11/2022
The Walt Disney Company
• Led a customer-centric transformation strategy that boosted CSAT by 12%, elevated NPS by 15 points, and decreased churn rate by 8%, generating $3M in incremental revenue and securing the company’s Excellence in Customer Experience Award through strategic innovation and stakeholder alignment
• Spearheaded the end-to-end implementation of Salesforce Service Cloud automation tools, including Omni-Channel Routing, Einstein AI case classification, and Service Cloud Voice, cutting ticket resolution time by 25%, increasing agent productivity by 30%, and reducing support costs by 14%, driving operational excellence
• Championed Voice of Customer (VoC) analytics to optimize the customer journey, driving a 20% increase in Customer Effort Score (CES), enhancing retention by 10%, and uncovering cost-saving opportunities that lowered support expenses by 12%, influencing strategic business decisions
• Managed, mentored, and developed a high-performing cross-functional team of 15 agents, improving team efficiency and first-contact resolution by 18%, while implementing targeted leadership development programs that increased team retention by 22% and skill proficiency by 35%
• Collaborated with product, development, sales, and support teams to revamp Disney+ and Star+ Helpcenter, delivering the project 15% ahead of schedule using Agile methodologies, resulting in a 28% increase in customer self-service adoption and a 17% reduction in support tickets
Customer Support Manager & Marketing
09/2017 - 03/2019
Fox Network Group
• Led and mentored a customer support team of 12, implementing targeted coaching programs that increased customer satisfaction scores by 15%, reduced employee turnover by 10%, and facilitated 5 team members earning professional certifications, enhancing overall team expertise and operational excellence
• Spearheaded the deployment of AI-driven chatbots and automation tools within Zendesk using Agile project management supported by Jira, cutting average response time by 30% and boosting first-contact resolution rates by 20%, driving innovation in customer service delivery
• Championed cross-functional initiatives by collaborating with marketing and product teams to integrate customer insights, resulting in a 12% increase in campaign effectiveness and generating an estimated $500K incremental revenue
• Optimized workflows and monitored KPIs through Trello dashboards to ensure 98% SLA compliance, resulting in faster issue resolution, a 7% increase in client retention, and enhanced stakeholder engagement
• Utilized Salesforce and Tableau CRM analytics to drive data-informed strategic decisions, improving support efficiency, reducing operational costs by 10%, and enhancing marketing campaign targeting, contributing to overall business growth
Customer Support Manager & Marketing
09/2016 - 08/2017
Verisure
• Led a strategic overhaul of customer response protocols across Europe at Verisure (2020-2023), boosting customer satisfaction scores by 20% within 12 months through proactive issue resolution and personalized support initiatives using Zendesk and Salesforce CRM, contributing to a €1.2M increase in customer retention revenue
• Directed and mentored a high-performing team of 50+ support agents, elevating alarm response compliance to 95% and reducing escalations by 15% through targeted coaching, performance management, and data-driven feedback loops, applying Agile project management principles and achieving a 10% reduction in operational costs
• Implemented advanced Zendesk workflow optimizations and integrated Salesforce Service Cloud features that decreased ticket resolution time by 30%, resulting in a 25% increase in overall agent productivity and accelerating customer issue turnaround, saving approximately 1,200 labor hours annually
• Achieved 98% SLA compliance by instituting rigorous monitoring with Tableau dashboards and continuous process improvements, significantly enhancing response efficiency and customer retention rates, which led to a 7% increase in upsell opportunities
• Developed and executed integrated marketing campaigns leveraging HubSpot and Google Analytics, increasing lead generation by 18% and improving brand visibility across key European markets including France, Germany, and Spain, generating an estimated €750K in incremental sales pipeline
• Collaborated cross-functionally with sales and product teams to align customer support insights with marketing strategies, driving a 12% uplift in customer engagement and retention through tailored communication initiatives and CRM segmentation, resulting in a 9% increase in customer lifetime value
• Spearheaded CRM and marketing platform training programs, enhancing team proficiency and adoption rates by 40%, contributing to improved campaign execution and customer support effectiveness, supported by Salesforce and HubSpot certification initiatives
• Recognized with the Verisure Excellence Award 2022 for outstanding leadership in customer support and innovative marketing strategy implementation, underscoring commitment to continuous improvement and business growth
Customer Support Manager
12/2008 - 08/2016
VTR Global
• Led and developed a high-performing customer support team of 15 agents by recruiting, training, and mentoring, achieving a 20% reduction in average resolution time and a 25% increase in team productivity through Agile project management and Scrum methodologies, enhancing overall service delivery efficiency and team agility
• Implemented advanced data-driven strategies leveraging customer feedback, NPS, CSAT, and retention metrics, driving a 15% improvement in customer satisfaction scores and a 10% increase in upsell revenue, resulting in a $200K revenue uplift by fostering close collaboration with sales and marketing teams
• Designed and executed targeted customer retention initiatives that decreased churn rate by 12% and boosted loyalty across multiple channels, utilizing CRM automation tools such as Zendesk Suite, Zoho Desk, and AI-powered chatbots, while leading cross-functional teams to align retention goals with product and marketing strategies
• Spearheaded process automation improvements using Bizagi and Tango platforms integrated with AI-driven analytics and machine learning models, increasing first-contact resolution by 18% and reducing operational costs by 8%, resulting in $150K annual savings, while championing technology adoption and overseeing daily support operations across email, chat, phone, and social media

EDUCATION

Business Administration and Engineering
12/2002 - 12/2007
Universidad Adolfo Ibañez
Journalism Mention Business Communication
12/1996 - 12/2001
Pontifícia Universidad Catótlica

SKILLS

Technical Skills: Salesforce Service Cloud, Zendesk Suite, WordPress, Tableau, Ahrefs, SurveyMonkey, Moodle Suite, User Experience Design, Data Analysis, Digital Marketing, Customer Service Analytics, Digital Analytics, AI in Customer Service, Advanced CRM Strategies
Soft Skills: Communication, Team Collaboration, Problem Solving, Adaptability, Leadership, Project Management
Tools: Jira, Confluence, Trello, Miro, Mural, InVision, Sketch, Google Workspace, Power BI, Google Analytics
Other: Certified ScrumMaster (CSM), Salesforce Certified Administrator, Project Management Professional (PMP), ITIL Foundation, CRM Domain Expertise, Digital Analytics Certification, AI Certifications, Agile Methodology

CERTIFICATIONS

Zendesk Suite - Support - Explore
Scrum Product Owner (CSPO)
Product Management Professional
PMI Agile Certificated Practitioner
Certificated Lean product manager

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