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orlando_ochoa

Orlando O

@orlando_ochoa

Fractional Customer Success and CX Leader

Canada
English, French, Spanish
About me
Customer Success Consultant | Churn Reduction | Retention Strategy I help SaaS and startup teams reduce churn, improve onboarding, and build scalable Customer Success operations. With 20+ years in global CX & CS leadership, I’ve improved NPS, stabilized revenue, optimized support workflows, and protected payments performance. Available for CS audits, retention strategy, onboarding redesign, and fractional leadership engagements.... Read more

Skills

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orlando_ochoa
Orlando O
Offline • 

See my services

Customer Success
I will audit and improve churn, onboarding, and customer success systems
From$400 / projectMore details

Work experience

Head of customer success

Loadlink • Full-time

Jun 2021 - May 2022 • 11 mos

• Led Customer Success and Service operations for a national SaaS logistics platform supporting high-volume B2B customers across Canada • Managed a distributed, work-from-home operation with 85+ agents, 3 supervisors, and 1 call center manager • Reported directly to the CEO; owned customer retention, onboarding experience, escalations, and service performance • Drove product adoption improvements during onboarding, directly contributing to churn reduction • Established structured feedback loops between Customer Success, Product, and Engineering to resolve systemic customer pain points • Implemented standardized service workflows and performance reporting across the organization

VP Customer Service Operations

Ruby life • Full-time

Jun 2018 - Jun 2021 • 3 yrs

• Led global CX operations in 15 languages across NA, LATAM, and EU within a 24/7 omnichannel environment. • Partnered with Paysafe and Stripe to develop fraud-prevention and identity-verification systems, maintaining chargebacks below Visa/MC thresholds. • Built QA, training, and escalation frameworks improving CSAT and FCR while optimizing workforce utilization. • Built escalation, compliance, and service recovery frameworks aligned with legal, risk, and payment partners.

Vendor Manager

Just Energy • Full-time

Feb 2017 - Jun 2018 • 1 yr 4 mos

• Oversaw third-party BPO operations across Canada, the U.S., and LATAM, managing governance, billing, and SLA compliance for 9 contact centres. • Managed revenue, expense targets, billing accuracy, retention initiatives, and service quality • Held vendors accountable to SLAs, NPS, CSAT, and financial performance • Identified cost-saving opportunities while improving customer satisfaction and operational efficiency • Acted as primary interface between internal leadership and outsourced service partners