Maximiliano Serna

Operations Associate

Barcelona, Catalonia, Spain7 yrs 2 mos experience

Highly Stable

Key Highlights

Successfully transitioned outsourced services to in-house team.
Implemented new call system enhancing customer experience.
Led KPI performance improvements in multiple roles.

Stackforce AI infers this person is a Customer Experience and Operations Leader in the SaaS industry.

Contact

Skills

Core Skills

Customer ExperienceOperational EfficiencyRisk ManagementOperations LeadershipCustomer Service LeadershipKpi ManagementCustomer ServiceConflict ResolutionTechnical Support

Other Skills

ComunicaciónÉxito del clienteTeam ManagementProcess ImprovementAdobe IllustratorGitPostgreSQLSQLiteSQLTeam LeadershipOperationsDashboardFacilitationConstructionStaffing

About

As a Technical Account Manager at Last.app, I manage complex technical escalations, enhance customer experience operations, and lead initiatives to optimize workflows. Recently, I transitioned the company’s outsourced customer experience services to an in-house team in Colombia, successfully recruiting and training a new team while implementing standardized processes and a modern call system. With a background in Customer Success, my career spans roles at Apple, Airbnb, and Teleperformance, where I honed skills in KPI implementation, performance reporting, and customer service leadership. I am passionate about improving operational efficiency and fostering team collaboration to deliver consistent and effective customer solutions.

Experience

7 yrs 2 mos

Total Experience

1 yr 9 mos

Average Tenure

1 yr 8 mos

Current Experience

Last.app

Technical Account Manager

Oct 2024 – Present · 1 yr 8 mos · Barcelona · Hybrid

Managed complex back-office technical escalations and drove operational improvements across Customer Experience.
Led the transition from outsourced CX services to an in-house team in Colombia, improving cost-efficiency and operational control.
Recruited and trained the new CX team in Bogotá, conducting on-site onboarding and operational implementation.
Implemented Ringover as the new call system, designing IVR flows and standardizing CX processes to improve workflow efficiency and service consistency.

ComunicaciónÉxito del clienteCustomer ExperienceOperational Efficiency

Teleperformance

Risk and Financial OPS Team Leader

Aug 2021 – Oct 2022 · 1 yr 2 mos · Barcelona · Hybrid

Led a Risk & Operations team driving KPI performance.
Acted as escalation point for complex risk cases and provided structured coaching to improve quality and efficiency.
Implemented workflow improvements to enhance operational consistency within Zendesk and internal systems.

ComunicaciónAdobe IllustratorRisk ManagementOperations Leadership

Airbnb

2 roles

Customer Service Team Leader

Promoted

Nov 2019 – Aug 2021 · 1 yr 9 mos · On-site

Manage a team of 15 agents, handling KPIS through advanced software like Tableu, NICE and Medallia.
Motivate and empower team members to build customer satisfaction and loyalty to support retention and growth.
Develop strategies for problem solving and conflict resolution among team members.
Create training materials and conduct group trainings on new processes or procedures through Confluence.

ComunicaciónÉxito del clienteCustomer Service LeadershipKPI Management

Customer Service Resolution Agent

Aug 2018 – Nov 2019 · 1 yr 3 mos · On-site

Resolved complex platform-related issues and mediated sensitive customer conflicts.

ComunicaciónÉxito del clienteCustomer ServiceConflict Resolution

Apple

Customer Service Specialist Apple Care

Apr 2017 – Aug 2018 · 1 yr 4 mos · Greater Barcelona Metropolitan Area

Technical support for recognized mobile brand, problem solutions for terminal failures, store appointments and anything related with the device, such as iOS issues, software issues or bugs with the BIOS
Maintain accurate records of all customer interactions, process customer accounts and file documents.
Utilize softwares for tracking, information gathering and troubleshooting or open/close tickets with other departments.

ComunicaciónÉxito del clienteTechnical SupportCustomer Service