Christie Pando Email & Phone Number

Miami, Florida, United States

Miami, Florida, United States

Promoted from Project Manager to Senior Project Manager within 3 years. Orchestrate the successful planning, execution, and delivery of projects while ensuring effective communication, risk management, and stakeholder satisfaction. Dedicated to optimizing processes and resources to meet project goals and on time. - Fulfill the role of a technical project manager, adeptly engaging in technical discussions with customers.- Develop comprehensive project plans, defining objectives, scope, timelines, and resource allocation.- Lead and motivate cross-functional teams to achieve project goals, ensuring clear communication and collaboration.- Identify potential risks and develop mitigation strategies to minimize project disruptions.- Maintain regular communication with stakeholders, providing updates on project progress and addressing concerns.- Monitor project deliverables to ensure they meet quality standards and adhere to project specifications.- Maintain comprehensive project documentation, schedules, and status updates.- Collaborate with strategic customers to ensure client satisfaction by meeting project requirements and deadlines.- Respond to changing project requirements and adjust plans accordingly to accommodate evolving circumstances.- Proficient in creating Statement of Works (SOWs) to clearly define project scope, objectives, deliverables, timelines, and expectations.- Serve as the project manager lead providing regular trainings and guidance to fellow team members.

Miami, Florida, United States

Miami, Florida, United States

Promoted to leadership role within 2 years of prior promotion to steer daily operations for a team of 15+ support engineers and customer support personnel. Coach, mentor and develop staff in customer service and relationship management best practices as well as mitigating and resolving inquiries/concerns. Resolve escalations on customer issues of highly sensitive and timely nature.- Establish, monitor and evaluate Key Performance Indicators (KPIs) to optimize staff performance, driving client retention and satisfaction.- Serve as Zendesk Administrator.- Lead individual and group coaching sessions and comprehensive training programs with staff.- Collaborate with clients on setting up, onboarding and learning Kaseya platform.- Partner with sales, billing, onboarding, and other internal departments to create an engagement strategy.- Manage operations for support department, ensuring KPIs are met, tickets are managed, and customers are happy.- Conceptualize and implement processes and procedures, liaising cross-functionally to ensure all processes are running smoothly and customers are getting what they need. - Recognized as top performing manager, receiving the newly established and first ever Management Award in 2017 from leadership; award is given to one person globally each quarter. - Assisted in improving customer satisfaction through implementing process improvements; successfully adapted to and facilitated through four organizational changes/restructuring. - Implemented weekend coverage and processes for premium support customers as well as new business model.- Presented business proposals to executives, demonstrating cost/benefit analysis and gaining approval for new support processes.

Miami, Florida, United States

- Promoted to Team Lead within 3 years and charged with managing team of 8 Tier 1 Support Engineers.- Ensured the provision of outstanding customer service and technical support, driving client satisfaction.- Assisted the Customer Support Manager with customer call backs and creating/implementing support processes.- Collaborated cross-functionally with sales, accounting, and engineering to resolve customer issues.- Provided team with comprehensive training on providing technical assistance on escalated client concerns.- Supported the interviewing and onboarding of potential candidates for the Support Technician role.

Miami, Florida, United States

- Processed a high volume of customer requests, taking ownership and ensuring customers were updated daily until resolution was identified.- Researched, diagnosed, troubleshooted, and identified solutions to resolve product issues- Worked closely with engineering department to isolate bugs/issues in the product.- Provided customers with excellent customer service via ticketing system, email, and phone.- Created and presented Tech Jams ("how to" and "technical troubleshooting" sessions) to customers globally.- Wrote internal and external KB Articles to transfer knowledge to my peers and customers.- Received the Kaseya Club Trip Winner in 2012; only two technicians globally were recognized.

Miami/Fort Lauderdale Area

Part-Time Assistant at a Law Office while finishing my Bachelor's Degree.

Miami/Fort Lauderdale Area

- Launched and regularly updated Citrix Education Social Media Accounts, such as, Facebook, Twitter and LinkedIn.- Structured layout of each site based on Corporate branding.- Researched community of followers and implemented marketing software.- Assisted in the launch of email and inbound marketing campaigns based on existing spreadsheet filters set by department. - Assisted in the creation of landing pages using proprietary software.

Miami/Fort Lauderdale Area

- Remotely helped clients with login issues via Kaseya- Scheduling coordinator for the OK@Home project- Regularly updated client websites- Provided excellent customer service via phone and email

Miami/Fort Lauderdale Area

- Worked with the Trucking Department to send out Certificates of Insurance to clients- Assisted the IT department with several projects, such as, implementing the company intranet- Assisted the Mail Room when needed- Provided excellent customer service to customers calling in and transferring them to the correct department- Assisted where needed

Bachelor'S Degree, Information Technology

Activities and Societies: Alpha Xi DeltaBachelors in Information Technology and a minor in Marketing

High School Diploma, High School/Secondary Diplomas And Certificates