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I am a bilingual specialist in account management and customer success with 8+ years of experience in B2B retention, upselling, quality assurance, and customer service. My background in clinical psychology gives me a unique advantage in negotiation, conflict resolution, and empathetic communication that strengthens long-term client relationships and portfolio growth. I have a proven track record of exceeding sales and retention targets by focusing on long-term customer value and cross-functional collaboration. I thrive in fast-paced environments and am fluent in English and Spanish, enabling me to build strong partnerships with diverse teams and clients.…I am a bilingual specialist in account management and customer success with 8+ years of experience in B2B retention, upselling, quality assurance, and customer service. My background in clinical psychology gives me a unique advantage in negotiation, conflict resolution, and empathetic communication that strengthens long-term client relationships and portfolio growth. I have a proven track record of exceeding sales and retention targets by focusing on long-term customer value and cross-functional collaboration. I thrive in fast-paced environments and am fluent in English and Spanish, enabling me to build strong partnerships with diverse teams and clients.

Gabriela Angélica Mejía Yermenos

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I am a bilingual specialist in account management and customer success with 8+ years of experience in B2B retention, upselling, quality assurance, and customer service. My background in clinical psychology gives me a unique advantage in negotiation, conflict resolution, and empathetic communication that strengthens long-term client relationships and portfolio growth. I have a proven track record of exceeding sales and retention targets by focusing on long-term customer value and cross-functional collaboration. I thrive in fast-paced environments and am fluent in English and Spanish, enabling me to build strong partnerships with diverse teams and clients.…I am a bilingual specialist in account management and customer success with 8+ years of experience in B2B retention, upselling, quality assurance, and customer service. My background in clinical psychology gives me a unique advantage in negotiation, conflict resolution, and empathetic communication that strengthens long-term client relationships and portfolio growth. I have a proven track record of exceeding sales and retention targets by focusing on long-term customer value and cross-functional collaboration. I thrive in fast-paced environments and am fluent in English and Spanish, enabling me to build strong partnerships with diverse teams and clients.

Available to hire

I am a bilingual specialist in account management and customer success with 8+ years of experience in B2B retention, upselling, quality assurance, and customer service. My background in clinical psychology gives me a unique advantage in negotiation, conflict resolution, and empathetic communication that strengthens long-term client relationships and portfolio growth.

I have a proven track record of exceeding sales and retention targets by focusing on long-term customer value and cross-functional collaboration. I thrive in fast-paced environments and am fluent in English and Spanish, enabling me to build strong partnerships with diverse teams and clients.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Language

Spanish; Castilian

Fluent

English

Advanced

Work Experience

Customer Success Manager at Hire Horatio

December 1, 2024 - September 1, 2025

Led the strategic management of a portfolio of 105 B2B accounts on an e-commerce marketing platform, achieving a sustained retention rate of 91%. Served as a strategic POC, ensuring that Email/SMS campaigns met or exceeded industry benchmarks (CTR, Open Rate). Applied mediation and empathetic listening skills to resolve complex conflicts and maximize long-term client satisfaction.

Account Manager at Hire Horatio

April 1, 2023 - December 1, 2024

Led the management and growth of a portfolio of over 5,000 B2B vendors on the wedding platform. Served as a strategic product consultant, training vendors to optimize platform usage and increase their satisfaction. Proactively implemented upselling strategies that resulted in consistently exceeding the sales quota by an average of 110%.

Quality Assurance / Trainer at Outplex

March 1, 2020 - April 1, 2023

Developed and delivered comprehensive training programs, managing around 20 waves of new agents (5 to 10 per group), achieving a 95% success rate in training graduation. Ensured operational excellence through monitoring (QA) and individualized coaching on interactions, contributing to maintaining overall quality scores above 91% in the operation.