High Touch Operations Manager resume example with 16+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Profile

Results-oriented , High Touch Operations Manager with diverse background in customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highly enthusiastic customer service professional with 10 years client interface experience.

Creative in order to find and drive the best solutions to the customers.

  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Focused on objectives
  • Adaptive team player

  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Talent development
  • Persuasive
  • Solving and Driving critical issues.
01/2010 to Current
High Touch Operations Manager Cisco Systems, Inc. San Jose, ,

HTOM experienced with one of the major "Service Provider " Amx Telcel Mexico.

Act as "business driver" to improve customer's and Cisco's internal operations.

Manage customer contracts and internal advanced service improvements/process.

Coordinate technical issues and customer needs.

Successfully interacted with customers to understand the customer needs/feelings in order to provide the best solution.

Developed the HTOM activities to support the customers with the technologies:

  • Moblity (Packet Core).
  • Rounting and Switching.
  • Data Center.
  • Collaborarion.
  • Voice
  • Security
2005 to 01/2010
Customer Support Coordinator Arconic Massena, ,

Responsible to coordinate the field engineers in different locations in order to perform physical maintenance or fix critical issues on the equipments (production lines).

Managed quality communication with the customer.

Developed, implemented and monitored process to increase the customer satisfaction.

Effectively communicated with team members to maintain clearly defined expectations.

Interviewed, hired and trained new quality customer service representatives.

Expected in 2006
Postgraduate: Quality and Productivity
Universidad Tecnologia de Mexico - ,
Expected in 2005
Bachelor of Science: Industrial Engineering
Universidad Tecnologica de Mexico - ,
  • ITIL Foundations
  • ITIL Intermediate (Service Operation)
  • AMX Telcel Mexico (including other franchises)
  • SAT (Servicio de Administracion Tributaria)
  • Telmex RCDT & Uninet
  • Telefonica Mexico
  • Megacable
  • Batelco (BTC Bahamas)

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Resume Overview

School Attended

  • Universidad Tecnologia de Mexico
  • Universidad Tecnologica de Mexico

Job Titles Held:

  • High Touch Operations Manager
  • Customer Support Coordinator


  • Postgraduate
  • Bachelor of Science

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