High Touch Operations Manager resume example with 16+ years of experience
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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.
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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
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.
Universidad Tecnologia de Mexico - ,
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
Degrees
- Postgraduate
- Bachelor of Science
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