Fanny Valentina Del Castillo Morales
Customer Success/ Pre-Sales / Solutions Consultant
Elwood
Summary
Client-focused professional with a background in sales, customer service, and project coordination, currently completing a Master of IT in cybersecurity. Skilled in building strong client relationships, achieving targets, and translating technical concepts into business value. Experienced with cloud platforms, cybersecurity frameworks, and data analytics, with a passion for supporting customer success and technology adoption.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Café Allrounder / Customer Service
Wood Frog Bakery St. Kilda
09.2024 - Current
- Delivered high-quality customer experiences in a fast-paced environment, consistently meeting service standards and maintaining strong client relationships.
- Supported revenue growth by upselling products and promoting new offerings, contributing to sales targets and increasing average transaction value.
- Managed end-of-day reconciliation and cash handling, ensuring financial accuracy and compliance with company procedures.
- Coordinated daily operations, including stock management and display organisation, to optimise workflow and enhance service delivery.
Customer Service Representative
Scape, Melbourne CBD
05.2023 - 01.2025
- Delivered end-to-end customer support for a diverse client base, resolving billing inquiries, managing flexible payment plans, and ensuring seamless onboarding and service adoption.
- Consistently exceeded productivity and satisfaction targets, contributing to increased retention and positive client feedback.
- Documented all client interactions in CRM systems, ensuring accurate tracking of requests, issues, and follow-ups — a process directly applicable to SaaS Customer Success and Account Management.
- Collaborated with cross-functional teams (finance, operations, and sales) to optimise service delivery and enhance the overall customer journey.
- Proactively identified opportunities to provide tailored solutions, guiding clients towards services that met their needs and supported long-term loyalty.
- Resolved escalated issues empathetically, applying conflict resolution strategies that maintained strong relationships and reduced churn.
Banking Sales & Customer Service Officer
Davivienda Bank
05.2021 - 05.2022
- Achieved 75–80% of monthly sales targets across multiple portfolios, including home loans, business banking products, and personal loans, demonstrating strong consultative sales and goal-driven performance.
- Managed a portfolio of individual and business clients, identifying financial needs and recommending tailored solutions to improve client satisfaction and retention.
- Partnered with business clients to implement new financial products and services, acting as a trusted advisor and ensuring seamless adoption — experience directly transferable to SaaS and technology onboarding.
- Developed a client-first approach by proactively engaging customers, resolving issues quickly, and building long-term relationships that resulted in repeat business.
External Advisor – Project Department
AGRODASIN
02.2020 - 03.2022
- Oversaw client retention processes, ensuring consistent engagement and satisfaction across the organisation’s service portfolio.
- Coordinated and scheduled training sessions for clients and internal staff, improving service adoption and customer knowledge.
- Supported project delivery by monitoring progress, preparing reports, and providing recommendations to enhance performance outcomes.
- Acted as a liaison between stakeholders, demonstrating strong organisational and communication skills that are transferable to customer-facing technology roles.
External Advisor – Internal Audit Office
Government of Bolívar, Cartagena
05.2019 - 11.2019
- Assisted in the execution of internal audits, monitoring compliance and providing follow-up to ensure corrective actions were completed.
- Maintained accurate records and reports of audit processes, supporting transparency and accountability within the organisation.
- Collaborated with multiple departments to strengthen internal controls and promote efficiency.
- Developed strong attention to detail and compliance management skills, directly applicable to roles requiring governance and client trust in the tech sector.
Administrative Assistant/Intern
Global Corporation S.A
10.2018 - 12.2018
- Provided administrative and client support, including processing financial documentation, collections management, and valuation of securities.
- Supported team members with day-to-day operations, ensuring accuracy and timely completion of tasks.
- Delivered high-quality customer service, demonstrating adaptability and responsiveness in a professional corporate setting.
- Gained early exposure to administrative coordination and financial processes, forming a strong foundation for later roles in customer success and project management.
Education
M.D. - IT
Universal Higher Education
Melbourne, Australia 04.2001 -
Bachelor’s degree - Business Administration
Cartagena University
Colombia01-2022
Professional Scrum Certificate - Agile Methodologies
Coderhouse
Chile01-2018
Skills
Core Competencies /Technical Awareness
- Client Relationship Management & Retention
- Cloud Platforms: AWS & Microsoft Azure (fundamentals, IAM, storage, monitoring)
- Account Growth & Solution Selling
- Customer Success & Onboarding
- Data Analytics: Sentiment analysis, data cleaning, TF-IDF modelling, visualisation (Python, Pandas, Matplotlib)
- Stakeholder Communication & Reporting
- Cybersecurity & Risk: Familiarity with GRC frameworks (NIST, ISO 27001, GDPR, OWASP Top 10)
- Project Coordination & Agile Delivery
- Tools & Analysis: Python, SQL, Excel VBA, Linux, Nmap, Shodan, Maltego, Suricata (IDS/IPS), Ghidra (binary diffing), DVWA (web app testing)
Timeline
Café Allrounder / Customer Service
Wood Frog Bakery St. Kilda
09.2024 - Current
Customer Service Representative
Scape, Melbourne CBD
05.2023 - 01.2025
Banking Sales & Customer Service Officer
Davivienda Bank
05.2021 - 05.2022
External Advisor – Project Department
AGRODASIN
02.2020 - 03.2022
External Advisor – Internal Audit Office
Government of Bolívar, Cartagena
05.2019 - 11.2019
Administrative Assistant/Intern
Global Corporation S.A
10.2018 - 12.2018
M.D. - IT
Universal Higher Education
04.2001 -
Bachelor’s degree - Business Administration
Cartagena University
Professional Scrum Certificate - Agile Methodologies
Coderhouse
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