Years of experience: 20

Support SpecialistNetwork EngineerCustomer ServiceHelp Desk SupportCustomer Support RepresentativeCustomer Success Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Roger's Career Path
Cisco Solutions Manager - Webex Contact Center EnterpriseMay. 2024 -
Present
CiscoCisco Solutions Manager - Webex Contact Center Enterprise
San 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 progres...
ITSM ManagerFeb. 2021 -
Feb. 2024
CRGITSM Manager
San 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, ma...
Senior Solutions ArchitectJan. 2017 -
Feb. 2021
CRGSenior Solutions Architect
Costa 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 th...

Roger's Posts

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    How I can help you

    Join a leading tech firm specializing in cloud migrations and unified communications. We focus on delivering exceptional customer success and value realization through innovative solutions and strategic planning.

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    People I am looking for

    As a specialist, you'll craft strategic success plans, lead cloud migrations, and optimize enterprise contact centers. You'll also implement ITSM frameworks and serve as a trusted technical advisor.

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    Experience & Cases

    Required Skills: - Strategic planning - Cloud migration expertise - Unified communications - ITIL/ITSM frameworks - Technical advisory - Engineering mentorship

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    Salary & Benefits: - Competitive salary - Health insurance - Retirement plan - Professional development opportunities - Flexible working hours

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    How to contact

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