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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 excels at building strong relationships and connecting with clients and colleagues alike. Her dedication to structured and efficient workflows ensures cohesion and operational excellence. SEBPO is a stronger organization for her.”
– Krista Achey, Vice President of Client Success

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 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.” 

SEBPO Core Value Spotlight:
Relationship-Centric Approach to Client Partnerships

Carmy also attributes her and her fellow Client Success Manager’s expert customer service mindsets to being Salvadorian. “We’re known for two things: being hard workers and being friendly, especially with visitors from other parts of the world. I think that has really shaped me. You really need to be out there, make an impact, and remember that nothing comes easy.” 

Growing up in El Salvador and studying both internationally and in the United States, Carmy learned the importance of embracing different cultures and developed a global mindset that has helped her work more effectively with people, clients, and delivery centers in various geographies. 

“Always make sure you cultivate that global mindset and are not just focused on what’s in your immediate surroundings,” Carmy advises. “And embrace change because that’s a constant.” 

About the Author

Samantha Crouch Headshot

Samantha Crouch, Communications Coordinator
Communications Coordinator Samantha Crouch manages crafting and distributing effective internal communication strategies to amplify SEBPO’s goals, brand, and encourage employee alignment. She employs various internal communication initiatives to enable employees to understand, resonate with, and embrace SEBPO’s core values, purpose, and impact within our target markets. Her work aims to empower SEBPO’s employees to effectively communicate our values on their own.  

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