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.
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:
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.
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