Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power<100 people
Roles
π₯100%
Startup Founder
β¨100%
Business Owner
π100%
Sales & BizDev
Geos
Work Background
CiscoCisco Solutions Manager - Webex Contact Center Enterprise
May. 2024San Jose, Costa RicaPartner with assigned customers to understand their unique business needs and contact center goals.
Develop and execute strategic customer success plans aligned with business objectives.
Proactively identify opportunities to optimize Webex Contact Center Enterprise usage and drive adoption across the customer organization.
Track key performance indicators (KPIs) and report on customer progress towards achieving their desired outcomes.
Be a trusted advisor, providing ongoing guidance and best practice recommendations on Webex Contact Center Enterprise features and functionality.
Champion customer needs internally, working collaboratively with product, engineering, and support teams to ensure their success.
Identify and manage customer escalations, working towards swift resolution and maintaining high customer satisfaction.
Stay up-to-date on the latest Webex Contact Center Enterprise features, industry trends, and best practices.
CRGITSM Manager
Feb. 2021 - Feb. 2024San Jose, Costa Rica- Balance internal needs with external client requirements, ensuring optimal resource allocation and exceeding service level agreements (SLAs). - Implement and enforce best practices like ITIL/ITSM frameworks to standardize, streamline, and optimize service delivery across teams. - Leverage analytics to identify improvement areas, refine processes, and drive continuous service enhancement, maximizing value for your stakeholders. - Foster strong relationships with internal and external partners, ensuring clear collaboration, exceeding expectations, and building trust. - Proactively troubleshoot challenges, minimize downtime, and implement preventive measures for maximized service excellence. - Build and nurture strong client bonds through dedicated communication, proactive initiatives, and exceeding satisfaction metrics. - Empower, mentor, and foster a high-performing BPO culture, driving individual and collective success.
CRGSenior Solutions Architect
Jan. 2017 - Feb. 2021Costa Rica- Design and architect innovative contact center solutions integrated with unified collaboration platforms.
- Crafted and implemented contact center and UCC solutions, tackling troubleshooting, installations, upgrades, and migrations.
- Champion customer experience by optimizing agent workflows and boosting omnichannel engagement.
- Bridge internal silos and drive cross-functional teamwork through collaboration tools and unified communication strategies.
- Diagnosed and solved complex issues, turning frowns upside down with clear explanations and swift action. - Actively listened, empathized with concerns, and went the extra mile to ensure satisfaction, fostering lasting relationships. - Tailored tech talk for all ears, keeping everyone informed and involved in the process.
- Anticipated issues, implemented preventative measures, and minimized downtime, keeping operations smooth and customers happy.
FusionetNetwork Engineering Consultant
Apr. 2011 - Dec. 2016San Jose, Costa Rica- Deeply embedded in your team, I uncover and solve complex VoIP issues, ensuring crystal-clear communication and minimizing downtime.
- Designed and implemented next-generation network solutions, like upgraded switches and routers, for seamless growth and scalability.
- Analyzed and patch vulnerabilities, keeping your conversations secure and your data protected.
- Bridged the technical gap, translating complex concepts into actionable insights, empowering you to make informed decisions.
SYKES Costa RicaCisco Network Engineer and Tech Lead
Aug. 2005 - Apr. 2011Costa Rica- Deeply diagnosed and resolved complex Cisco network challenges, guiding customers to swift resolutions with comprehensive expertise.
- Fostered a vibrant team environment, nurturing talent, sharing knowledge, and mentoring engineers to reach their full potential.
- Bridged Tier 2 and Tier 3 support seamlessly, leading cross-functional teams through high-stakes escalations with clear communication and shared goals.
- Prioritized customer satisfaction at every step, ensuring prompt resolutions, clear communication, and proactive support efforts.
- Fostered a vibrant team environment, sharing knowledge, mentoring engineers, and nurturing a culture of continuous learning.
- Lead cross-functional teams through complex technical escalations, bridging Tier 2 and Tier 3 support seamlessly.
- Actively contributed to forums and knowledge bases, shaping industry thought leadership and elevating best practices.
Intch is a Professional Networking App for the Future of WorkSee more people like Roger on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1792444 people
28
Finance Analyst @ Thermo Fisher Scientific
25
Communications Specialist
15
Co-founder @ Pop Marketing Solutions
168994 people
30
Operations Manager
19
Global Business Services VP Finance
24
Community Manager @ Amazon