lead a global team of help desk agents, ensuring exceptional customer service across multiple regions. I oversee the strategic implementation of cutting-edge bot flows, leveraging generative AI and large language models (LLMs) to enhance customer interactions, streamline processes, and elevate user satisfaction. By driving innovation and adopting new technologies, I help ensure that our support framework remains adaptive, efficient, and continuously improving in a dynamic, global marketplace

Managing Support teams for Consensys Blockchain solutionsMetaMaskNFTQBSInfura

Leader for the Premium Support Line of Business and US Gov Support.Managing Premium Support Managers, Named Account Support Engineers, Technical Account Managers, and Enterprise Services Managers assigned to our Premium Accounts: https://www.microfocus.com/en-us/services/premium-supportLeading the US Gov support teams with a team of highly skilled US Citizens to handle Government accountsResponsible for headcount, employee and account retention, satisfaction, and escalation pointSME for Premium Offerings, and Flexible credits: https://www.youtube.com/embed/r2qYuxkYD6g Lead for Corporate Responsibility team for Costa RicaLead for Internal Communications

Regional Manager for Premium Support - Managing Named Account Support Engineers, Technical Account Managers, and Enterprise Services Managers assigned to our Premium Accounts: https://www.microfocus.com/en-us/services/premium-supportAccountable Delivery Manager for Top Accounts. Responsible for account retention, satisfaction, and escalation pointSME for Premium Offerings, and Flexible credits: https://www.youtube.com/embed/r2qYuxkYD6g Lead for Corporate Responsibility team for Costa RicaLead for Internal Communications

Joined Micro Focus through HPE acquisitionResponsibilities:Regional Manager for Premium Support - Managing Named Account Support Engineers, Technical Account Managers, and Enterprise Services Managers assigned to our Premium Accounts: https://www.microfocus.com/en-us/services/premium-supportAccountable Delivery Manager for Top Accounts. Responsible for account retention, satisfaction, and escalation pointSME for Premium Offerings, and Flexible credits: https://www.youtube.com/embed/r2qYuxkYD6g Lead for Corporate Responsibility team for Costa RicaLead for Internal CommunicationsManaging a successful team is all about the people that conform your team, developing your own talents, looking into your current resources is better, as it provides motivation for your entire team.Understanding what happens to your team members work-wise, and also on a personal level is key to understand behavior and be able to encourage them the right wayFocusing on behaviors that lead us to success rather than focusing solely on numbers is part of the new style of management, where we step away from a micromanage, and move into a work environment where team members are encouraged to speak out, and propose new ideas or solutions,Working directly with customer accounts on as a Regional Premium Support Manager gives the opportunity to have accounts assigned and be able to act as an advocate for them making sure their experience is the best one possible, going onsite to help build strong relationships with the customers and make sure we improve their experience every time,Working with the different teams to ensure customer satisfaction at every step (Engineering, Support, Sales, Escalations)Developing talents from within the organization and across different business units.Great at building rapport with customers and ensuring customers always have a go to person that can lead them through their experience

Managing a successful team is all about the people that conform your team, Developing your own talents, looking into your current resources is better, as it provides motivation for your entire team.Understanding what happens to your team members work-wise, and also on a personal level is keyto understand behavior and be able to encourage them the right wayFocusing on behaviors that lead us to success rather than focusing solely on numbers is part of the new style of management, where we step away from a micromanage, and move into a work environment where team members are encouraged to speak out, and propose new ideas or solutions,Working directly with customer accounts on as a FlexCare manager gives the opportunity to have accounts assigned and be able to act as an advocate for them making sure their experience is the best one possible, going onsite to to help build strong relationships with the customers and make sure we improve their experience every time,Managing offerings the company has available for the customer to make the best of what the company has to offer.Working with the different teams to ensure customer satisfaction at every step (Engineering, Support, Sales, Escalations)Developing talents from within the organization and across different business units.Great at building rapport with customers and ensuring customers always have a go to person that can lead them through their experienceFacilitator for direct reports and diferent resources accros the organizationEagered to learn something new every single day

Network Automation productmanage top premier accounts,manage team schedulesmanage team vacationsmanage weekend coverage

Worked on QCRM Project for Intel as a contractor for Manpower

A 100% Costa Rican company with over 10 years experience in website development and hosting. 250+ clients nationwide and internationallyCreated website http://www.melissa-gabriel.com, photo editing from disposable cameras