Carlos Eduardo Gonzalez M. Email & Phone Number

Bogotá, Bogota, Co

Lisbon, Portugal

Bogota, D.C., Capital District, Colombia

Colombia

Customer Service Leader (CSL), responsible for the delivery of the portfolio of Services to Customers or vertical to ensure a Remarkable Customer Experience. Close relationship with Key Account Director, Service Business Managers, and PS teams to create sales and strategies for the services and support capabilities needed to achieve customer success, managing of high performed advance services teams: Service Managers, SDMs and Resident Consultans. CALA Sr Manager Advance Customer Services & Support and Customer Success, accountable for managing all Services and Support programs for Juniper customers and partners, third parties and logistics providers. Serving as escalation customer service contact. Continuously builds a customer-focused, responsive, and flexible support infrastructure that is committed to operational excellence, the Success of the major customer, and optimizing profitability for both the customer and Juniper. Managing SLA performance for on-time delivery as well as contract requirements. Ensures proper coordination with the customer along with Juniper Networks sales account teams and service organizations. Identifies and drives new customer service processes and assists in enhancing existing processes.

Bogota, D.C., Capital District, Colombia

Latin America Business Director in BT for the Telecommunications infrastructure for customers in Latam. Responsible and accountable for the financial performance, service delivery and development of the contract, ensuring customer satisfaction is set at the desired level.Accountable for the multimillion contract in Latam for specific customers. Responsible to administrate the budget for the organization, with site presence in different countries across Latam, making decisions with economic, businesses and human impacts.• Responsible to maintain and develop customer relationships, typically at senior executive interface levels.• Responsible to maintain customer satisfaction.• Accountable to deliver contract commitments within cost targets, managing contract profit, and contract revenue growth.• Accountable for contractual service levels (SLA).• Accountable for the P&L performance of the contracts.• To be able to provide leadership and communicate direction.• Exceptional customer relationship skills, able to build and maintain relationships with the most senior levels, both externally and internally.

Colombia

Latin America, Caribbean and Brazil (CALA) Director of the Technical Support/Customer service teams in NORTEL for the Carrier and Enterprise customer base, managing over 80 employees. Frontline Director in charge of the technical support to all Nortel’s customer base in the region. Focus in ensuring customer satisfaction in the post sales technical assistance of international and local telecommunications companies, including Telefónica, Telmex, C&W, TSTT, Centennial, Grupo Carso, Trilogy, Unefon, Axel, Embratel, Vivo and others. Accountable for tracking and maintaining the organizational world class quality and performance required by the telecommunications industry standard, ensuring that all the Service Level Agreements (SLA) with customers in the region are met according to the contractual terms and conditions. Responsible for administrating an over US$11 million budget for the organization with site presence in 10 countries across America and customer footprint covering 22 countries, making decisions with economic, business and human impact.

Bogota, D.C., Capital District, Colombia

To lead and direct the regional customer technical support teams across all wireless/Wireline product ranges which involves co-ordination with all in country managers to build and maintain a cohesive technical support infrastructure. This includes providing technical leadership and matrix management of geographically and functionally distributed employees. Monitor trends in product quality issues across all products, report on a monthly basis and provide recommendations to the appropriate global product owners to improve product quality over the long term. Track the cost of providing regional customer technical support, benchmark against other organizations and make recommendations to reduce costs e.g. via consolidation and removing duplication across the region. Track and report, on a monthly basis, regional capital expenditure and set budget targets for the technical support teams. Ensure customer SLA's, (Service Level Agreement) as detailed in customer contracts, are met and customer satisfaction targets are met and exceeded wherever possible. Monitor and report on trends in relation to the quality of service provided to customers.

Bogota, D.C., Capital District, Colombia

Operations Director for the North Andean Region (Colombia, Venezuela, Ecuador). Accountable for all Customers in the Region, covering all the Nortel’s products portfolio (Wireless, Data, Optical, Carrier and Enterprise). Responsible for End to End service to the customer, providing an effective planning with the account team. The Operations Director manages the cash and represents the entire supply chain to the customer´s project. Responsible for the Customer Satisfaction (CSAT /Loyalty). In charge for the ESAT for all the Operations employees and also responsible for the Budget management providing authorization for every department spend associated to the operations organization (Project Management, Engineering, Installation, NTS, and Contract management).Responsible in managing 45 employees and ensure revenue recognition of almost 60 million dollars/year, covering all the different operation activities and services provided to the customers in pre- sales and post sales stages (Installation, implementation, engineering services and technical assistance support).

Bogota, D.C., Capital District, Colombia

NTS Organization in charge of provides Technical assistance support to all wireless and Data customer in Andean Region to ensure customer satisfaction with the right level of services provided. Responsible to provide the action plan to the entire customers to be ready for year 2000 (Y2K) and achieve a smooth transition with no service affected in those activities.

Bogota, D.C., Capital District, Colombia

Senior Engineer at COMCEL - Wireless operator in Colombia -

Bachelor Of Engineering, Electrical And Electronics Engineering

Master Of Business Administration - Mba, Business Administration And Management, General