Gabriel Chacon

Account Specialist @ Docusign

About

Account Manager with 19 years of experience in Customer Service and Success across Fintech, SaaS, E-commerce, and BPO sectors. Skilled in client onboarding, retention strategies, and optimizing SaaS tools to maximize client satisfaction and drive retention.

Country

Brazil

City

Franca

Industry

Outsourcing/Offshoring

Skill

Customer Retention, Contract Negotiation, English, Retail, Sales, Teamwork, Critical Thinking, Problem Solving, Communication, New Hire Training, Retention Strategies, Customer Support, Client Onboarding, Account Management, Software as a Service (SaaS)

Experience

Account Specialist

Docusign

2025-8 - Present · 1 yr 2 mos

Account Manager

PartnerHero

2019-3 - 2025-7 · 6 yrs 5 mos

Remote

* Provide proactive account management for a portfolio of 300+ clients, serving as their main contact for all inquiries and support needs. * Conduct regular account reviews to optimize tool settings, enhance user experience, and drive effective platform utilization. * Lead customer training sessions, introducing new features, and onboarding new admins to maximize platform adoption and satisfaction. * Analyze recurring client issues, generating insights to improve resolution efficiency and reduce friction points. * Employ targeted retention strategies to address cancellation requests, successfully minimizing churn and strengthening client loyalty. * Key Projects: New hires onboarding and training

Customer Support Specialist

PartnerHero

2020-1 - 2023-2 · 3 yrs 2 mos

* Answer customer questions and resolve service issues in a timely manner. * Train new hires by instructing them with the tools, helping them with support tickets, and organizing training schedules. * Provide troubleshooting support for accounting software, including QuickBooks (Online and Desktop), NetSuite, Xero, and Sage Intacct. * Key Projects: Customer Support QA Pilot Program and Learning and Development Section of Team Dashboard.

Customer Support Specialist

PartnerHero

2019-3 - 2019-12 · 10 mos

* Contribute to establishing customer support protocols and processes from the ground up as a member of the founding CS team. * Demonstrate flexibility in a dynamic startup environment, adjusting strategies to meet evolving customer needs. * Develop innovative solutions for customer inquiries, ensuring high satisfaction rates. * Work closely with cross-functional teams to enhance customer experience and support offerings.

Retail Sales Manager

Garagem Modas

2010-6 - 2019-2 · 8 yrs 9 mos

Franca, São Paulo, Brazil

* Oversee daily retail management tasks, such as scheduling, inventory oversight, and problem resolution. * Handle cash and financial transactions. * Possess in-depth knowledge of store products and offerings. * Achieve monthly sales targets consistently. * Foster customer loyalty through effective communication and relationship-building. * Train and mentor staff to enhance performance and customer service. * Create and collaborate on sales promotional campaigns to drive engagement and revenue.