Summary
Overview
Work History
Education
Skills
Websites
Awards
Timeline
Generic

Lorena Culla

Partners Support Analyst
Athens

Summary

Dedicated and enthusiastic Customer Success Specialist with a strong passion for delivering exceptional customer experiences. Possessing a solid foundation in customer service principles, I am committed to understanding client needs and providing tailored solutions to drive satisfaction and retention. Skilled in building rapport and fostering positive relationships, I thrive in collaborative environments where I can leverage my communication and problem-solving abilities to contribute to the success of both customers and the organization.

Overview

4
4
years of professional experience
4
4
Languages

Work History

Partners Support Analyst

HarborLab
03.2024 - Current
  • Monitor and ensure the platform's functionality, promptly addressing any issues that arise.
  • Provide clients with expert assistance on platform usage, ensuring satisfaction and efficiency.
  • Collaborate closely with the product and engineering teams to resolve technical problems effectively and in a timely manner.
  • Act as a key point of contact for troubleshooting and delivering solutions for platform-related concerns.
  • Develop and deliver comprehensive training sessions for new employees, ensuring smooth onboarding and operational readiness.
  • Continuously evaluate and improve support processes to enhance client experience and platform performance.

Customer Success Analyst

HarborLab
10.2023 - 03.2024
  • Ensured customer success by proactively monitoring customer usage and providing timely support.
  • Served as the primary point of contact and advocate for customers, fostering strong relationships and delivering exceptional service.
  • Monitored and analyzed customer data to identify optimization opportunities and enhance customer success strategies.
  • Provided valuable feedback, feature requests, and insights to the product team to continuously improve offerings.
  • Proactively identified and resolved customer issues, escalating them when necessary to ensure timely resolution.
  • Transformed customer feedback into actionable insights and feature ideas, actively contributing to product development discussions.
  • Designed and delivered comprehensive training materials, ensuring successful customer onboarding and broad adoption across the organization in collaboration with the onboarding specialist.

Data & Business Analyst Lead (part Time)

Advan Research Corporation
11.2021 - 12.2023
  • Managed a team of three data analysts, including recruiting, retaining exceptional talent, coaching, and mentoring.
  • Geofenced retail stores, activity infrastructure, transportation, public buildings, and other locations with high precision and accuracy.
  • Assigned property start and end dates.
  • Analyzed foot traffic trends and correlated them with KPIs of the publicly traded companies covered by Advan.
  • Utilized tools such as MS Excel and Python to perform data analysis and deliver insights.

Operations & Customer Experience Analyst

HarborLab
06.2023 - 10.2023
  • Delivered proactive technical support services, ensuring prompt and efficient issue resolution.
  • Led onboarding and training sessions for business users to drive increased adoption of functionality and productivity tools.
  • Supported platform maintenance and enhancements as outlined in the operations roadmap for integration and improvements.
  • Managed ticket progress, status, and reporting parameters in Jira, ensuring the integrity of data for management was maintained.

Accounts Receivable Team Leader & Development Specialist

FlexCar
06.2022 - 06.2023
  • Managed a team of six Accounts Receivable Associates (ARAs), ensuring the achievement of organizational goals and fostering an environment of coaching and mentorship to help ARAs meet targets and advance in their careers.
  • Organized accounts receivable processes and data within the corporate CRM.
  • Developed and implemented a new corporate-wide training methodology that improved accounts receivable performance by 20%.
  • Collaborated with co-leads and senior leadership to enhance existing accounts receivable and customer retention strategies, improving efficiency across the organization.
  • Established rapport with customers and built long-lasting, trusting relationships.
  • Took ownership of customer requirements and worked effectively across teams to drive successful outcomes.
  • Ensured the timely collection of payments by effectively communicating with customers and negotiating terms and conditions when necessary.
  • Acted as a point of contact for clients regarding invoicing procedures and matters.
  • Liaised internally with cross-functional teams and departments to ensure operational excellence.
  • Utilized tools such as Oracle, HubSpot, MS Excel, and Slack to support operations.

Accounts Receivable Associate

FlexCar
07.2021 - 06.2022
  • Acted as the sole point of contact for handling and converting customers who reported intentions of ending their contracts, increasing customer retention by 30%.
  • Established rapport with customers and built long-lasting, trusting relationships.
  • Took ownership of customer requirements and collaborated effectively across teams to drive successful outcomes.
  • Ensured the timely collection of payments by communicating with customers daily and negotiating terms and conditions when necessary.
  • Acted as a point of contact for clients regarding invoicing procedures and matters.
  • Resolved potential collection issues by examining accounting records, collection plans, and deposit records.
  • Produced reports on unpaid or overdue invoices to minimize debts and ensure the company's profitability.
  • Liaised internally with cross-functional teams and departments to ensure operational excellence.
  • Utilized tools such as ERP, HubSpot, MS Excel, Trello, and Slack to support operations.

Accounting Assistant

DEVA
02.2021 - 07.2021
  • Managed the daily preparation of sales invoices, expense reports, and payment memos
  • Communicated with clients daily about billing issues and ensured excellent customer service
  • Monitored invoices to ensure timely collection of payments
  • Compiled and analyzed company documentation for accuracy
  • Ensured accurate information workflow between tax advisors and management
  • Managed all purchase orders and monitored company budget by controlling project expenses
  • Performed administrative tasks, including filing, reporting, tagging fixed assets, etc
  • Performed data processing in MS Excel
  • Supported daily operations of HR
  • Tools: Asana, Ms Excel, Ms Teams

Education

MSc - Business Administration of Food And Agricultural E

University of Patras
04.2001 -

BSc - Business Administration of Food And Agricultural Enterprises

UNIVERSITY OF PATRAS
01.2015 - 01.2020

Leading People and Teams - undefined

University of Michigan
12.2020 - 01.2021

Certificate in Shipping Course - undefined

HMC/ICS Greek Branch
05.2024 - 06.2024

Skills

  • Adaptability

  • Agile

  • Ambitious

  • Care for People

  • Client Relationship Management

  • Communication

  • Decision Making

  • Leadership

  • Problem Solving

  • Trustworthy

Awards

1st Place - Contest 'Business Game', Job Fair Athens 2019, Group Project. Market Analysis for product pricing and presentation of financial data

Timeline

Certificate in Shipping Course - undefined

HMC/ICS Greek Branch
05.2024 - 06.2024

Partners Support Analyst

HarborLab
03.2024 - Current

Customer Success Analyst

HarborLab
10.2023 - 03.2024

Operations & Customer Experience Analyst

HarborLab
06.2023 - 10.2023

Accounts Receivable Team Leader & Development Specialist

FlexCar
06.2022 - 06.2023

Data & Business Analyst Lead (part Time)

Advan Research Corporation
11.2021 - 12.2023

Accounts Receivable Associate

FlexCar
07.2021 - 06.2022

Accounting Assistant

DEVA
02.2021 - 07.2021

Leading People and Teams - undefined

University of Michigan
12.2020 - 01.2021

BSc - Business Administration of Food And Agricultural Enterprises

UNIVERSITY OF PATRAS
01.2015 - 01.2020

MSc - Business Administration of Food And Agricultural E

University of Patras
04.2001 -
Lorena CullaPartners Support Analyst