Luz Maria Gerber
Aventura , FL | (781) 363 -0344 | luzmariaflores259@gmail.com | linkedin.com/in/lgerber2020
SALES | ACCOUNT MANAGEMENT | CUSTOMER SUCCESS MANAGER | RELATIONSHIP MANAGEMENT
Relevant Experience
Globe Automotive | Miami, Florid a Dec 2022 – Ma5
Customer Success Manager. Onboarding, Customer Engagement, Training and Support, Renewals and Upselling,
Problem Resolution, Collaboration, Customer Advocacy, Data Analysis and Presentations.
• 95 -100% Customer Satisfaction, Strength Customer Relationships.
• Increased Sales in 125% of normal previous HDUSHUIRUPDQFH
• Solved different cases of Customer Experience.
• Improved Sale CFOH3URFHVVZLWKLQWKHRUJDQL]DWLRQ
Nextel del Peru S.A. | Lima, Peru Ma – Jul 2012
Account Manager – Large Accounts (2009 -2012). Managed a large accounts’ portfolio (Coca Cola, Unicon, Sodexo) and oversaw
negotiation, advice, visits, and recover of non -performing loans. Responsible for maintaining accounts, resolving trade issues and
customer satisfaction.
• Achieved 95 -100% effectiveness in collecting the assigned orders.
• Promoted for high performance into a large account manager within a group of 10 teammates in 6 months.
Account Manager – Small Accounts (2007 -2009.) Managed a small accounts portfolio, and with teamwork obtained financial goals
everTXDUWHUSHULRGXWLOL]LQJQHJRWLDWLRQDGYLFHDQGUHFRYHURIQRn -performing loans.
• Managed and resolved more than average client complaints and inquiries (average 250 per month), maintaining an elevated
level of client satisfaction, and ensuring prompt resolution of issues.
• Achieved a customer satisfaction rating of 95% based on regular surveV demonstrating exceptional service delivery, and
building strong customer relationships.
Interbank | Lima, Peru Aug 2001 – Apr 2007
Operations and Sales Manager (2004 -2007). In charge of the administration of the bank office including vault management, values,
registration, controls, staff management, customer support, cash management and sale of bank products.
• Managed/Trained a staff of 7 to 10 members and set the team goals and KPI’s for the bank office.
• Exceeded 150% quarterlUHFUXLWPHQWJRDOVZKLFKJHQHUDWHG%UHDNIDVW$ZDUG%HVW6HOOHURILQWDQJLEOHV – Lima store network”
on several occasions.
• Increased the average score bREWDLQHGE personal shopper surveUHVXOWVLQDVVLJQHGVWRUHVPHDVXUHPHQWRIFXVWRPHU
service).
Customer Service, Banking (2001 -2004). Customer Service Representative. Supported customers with transactions in different
banking operations, selling and cross selling of multiple banking products .
Additional Experience
UnitedHealthcare, Provider Service Advocate| Miami, Florida
Verizon, Project Specialist | Providence, Rhode Island
Ma 2021 – Oct 2022
Apr 2020 – Sept 2020
Citizens Bank, Small Business Relationship Manager | BOSTON, MA
Feb 2018 – Dec 2019
Education
Master of Business Administration (MBA) , August 2017
Hult International Business School | Boston, Massachusetts .
Bachelor of Economics , December 2008
UIGV, Lima Peru .
Additional Information
Languages: English (Fluent); Spanish (Native)
Certifications: Team Building (Nextel del Peru); Customer Excellence (Interbank); Negotiation (Nextel del Peru), Master in Coaching
and Leadership (Universidad San Ignacio de LoROD) Technologies : Office, Oracle, CRM. Multi -model Cargo operations regional and
international ( Specialized courses at UniversitLQWHUQDWLRQDO&RPPHUFH
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