Genuine Customer Service Leads to Exponential Client Growth

Director of Client Success, Carmy Rodriguez, has cultivated a people-centric career steeped in genuine customer interactions and a global mindset. Her greatest skills include identifying opportunities for partnership improvement and ensuring all deliverables are on time and of the highest quality. 

One of the many successes derived from these skills Carmy and her team possess is the exponential growth of a client partnership. Together, the Client Success Team helped expand the partnership from six SEBPO resources to 115 across multiple teams over four years. 

“Since the beginning, we have been really focused on listening to the client’s goals, and we assigned dedicated team members who contributed to those goals,” Carmy explains. “We started slowly, team by team and day by day, and that’s because of how much we value long-standing client relationships. Because of that, we were able to see where we had proven successful and then expand that into another area of their business to make a meaningful impact.” 

In their role, Carmy and the Client Success Team ensure each partnership evolves with the client’s needs while taking the time to build trust and understanding by delivering the highest quality of work. Carmy listens to, visualizes, and translates client expectations into a proven process framework bolstered by SEBPO-generated documentation and optimization. As the Director of Client Success, Carmy manages client partnerships, works with delivery centers to meet client expectations, and helps manage the team of Client Success Managers, who share her dedication to creating genuine customer experiences.

Carmy learned the importance of valuing relationships early on as a Human Resource Manager at a business process outsourcing (BPO) company, but she attributes much of her customer service acumen to her six years working in multifaceted roles for the British Embassy in San Salvador. As the Corporate Services and Security Manager, she assisted people with visa issues, worked security to ensure the compound and the ambassador were safe, and also held a finance role. 

“That [role] really shaped my perspective. It taught me how to be diplomatic, to relate to others, and to manage tough situations with a calm demeanor. It was a small embassy, which gave me the opportunity to partake in multiple roles.”