Fabio G.

Customer Success & Operations Manager who owns escalation resolution, client retention, and account reporting for teams running 30+ accounts at once, backed by AI powered systems that catch problems before a client does. Right now I manage a 37 client roster inside a content production pod, own escalation resolution on accounts worth up to $30K, and run the systems (Slack, Drive, Airtable, Otter) that keep every account status honest instead of guessed at. I also manage publishing operations for a premium documentary production company, coordinating editors, reviewers and QA across Monday, Uscreen, Intercom and Frame What that actually looks like: I catch problems before they become churn. I found a bug in an automated client outreach system that was silently missing weekend activity, then rebuilt it to check four data sources instead of one. I de escalate real situations with real evidence, not guesses. When a client's engagement dropped hard, I pulled the actual numbers, ran the call, and rebuilt the delivery plan with her instead of assuming a fix. I manage the people side too. When my team lost an editor overnight, I restructured the full workload and delivery process the same day so nothing slipped for the client. I build tools most account managers cannot. I write automations in Google Apps Script and Slack/Airtable workflows that replace manual status checking with systems that actually catch what is wrong before a client does. Background: Telematics Engineering and marketing, bilingual in English and Spanish, based in the Dominican Republic. If you need someone who owns client relationships end to end instead of just answering messages, let's talk.