Juan Carlos Arango

Bilingual professional with over 15 years of experience leading customer success initiatives, business development, and continuous process improvement. Proven track record of directing
teams, driving customer satisfaction, and exceeding sales targets in high-performance environments. Skilled in generating value through strong client relationships, effective use of CRM tools (Salesforce, Monday CRM), and strategic analysis of key performance metrics such as CSAT, NPS, and KPIs. Recognized for blending empathetic leadership with analytical thinking to deliver sustainable results and scale operations. Well equipped to take on challenges in both commercial leadership roles and customer experience strategy positions.

Sales Floor Department Supervisor Jan 2024 - Jun 2025

Lowe’s

• Led and trained a team of sales associates, consistently exceeding monthly goals and driving a 15% increase in departmental revenue.
• Delivered onboarding and personalized training sessions, resulting in a 20% improvement in new staff retention and an 18% boost in CSAT (Customer Satisfaction Score) within the assigned zone.
• Strengthened customer relationships as the main point of contact, contributing to a 10% rise in NPS (Net Promoter Score) during the first semester.
• Managed weekly inventory audits, reducing stock shrinkage by 12% and enhancing product visibility through strategic merchandising.
• Resolved inquiries and complaints swiftly, achieving a first contact resolution rate of 80%, thanks to the effective use of CRM tools such as Salesforce.
• Partnered with management on promotional campaigns and sales analysis, uncovering opportunities that led to a 16% increase in customer traffic during peak seasons.

Customer Service Associate Pro Jun 2023 - Sep 2023

Lowe’s

• Built trust with clients and contractors through empathetic communication and detailed product knowledge, contributing to a 12% increase in repeat client engagement.
• Delivered tailored solutions for specific projects and swiftly resolved logistical challenges, resulting in a 15% improvement in client retention. Provided multichannel customer support (phone, email, live chat), maintaining a consistent CSAT score of above 90% throughout the role.
• Handled inquiries and complaints efficiently, achieving a 95% first-contact resolution rate thanks to strategic use of CRM systems.
• Collaborated across departments to address product concerns, driving a 20% boost in customer satisfaction and reducing service delays.
• Guided new team members in service protocols, enhancing workforce knowledge and reducing onboarding time by 25%.

Customer Service Associate   Jun 2023 - Sep 2023

Lowe’s

• Provided technical product guidance with clear communication and problem-solving skills, contributing to a 10% increase in recommendation accuracy and overall customer satisfaction.
• Collaborated with sales and inventory teams to optimize workflows, resulting in an 8% reduction in wait time sand a smoother shopping experience.
• Assisted customers with product selection, order processing, and returns, helping raise customer satisfaction (CSAT) to an average of 88% during my tenure.
• Effectively managed complaints and inquiries, achieving a 90% first- contact resolution rate and strengthening long-term client relationships. 
• Trained new team members on service protocols, ensuring consistency and reducing operational errors by 15%.
• Participated in team meetings to review performance metrics and propose improvements that enhanced service delivery processes.

Funder and Commercial Director May 2019 - Jan 2023

Somos Medios Completos

• Founded and led the company from the ground up, developing strategic plans that resulted in a 40% revenue increase over three years.
• Conducted thorough market research to identify trends and opportunities, successfully launching 12 new products/services tailored to customer needs.
• Recruited, trained, and managed a team of 10 employees, fostering a collaborative culture that improved productivity and team satisfaction. 
• Oversaw budgeting, financial forecasting, and performance analysis, ensuring sustainable growth while effectively managing operating costs.
• Built strong relationships with key clients and stakeholders, driving an 89% increase in customer retention and satisfaction.
• Designed and executed innovative sales strategies that consistently met targets and expanded market share.
• Led branding initiatives that enhanced the company’s visibility and reputation, creating a trusted and recognizable brand presence.
• Streamlined operations and applied best practices, increasing overall efficiency and reducing costs by 15% without compromising quality.

EDUCATION
Diplomatura en Coaching
Universidad de La Sabana
Jan 2021 - Nov 2021
Diplomatura en Tanatología (Grief Counselor)
Instituto Mexicano de Tanatología, A.C.
Apr 2022 - Jul 2023
Certifi cado en Producción y Edición Digital
Creative Audiovisual Media Institute
Dec 2013 - Present
Certifi cado en Animación y Efectos Visuales
GNOMON School of Visual Effects
Dec 2000 - Dec 2002
Título en Diseño Industrial
Pontifi cia Universidad Javeriana
Dec 1992 - Dec 1997