Edwin Pagan Email & Phone Number

Denver, Colorado, United States

• Manage the customer success cycle processes.• Review and maintain SLA agreements and assist on the operational procedures ensuring documentation processes followed customer and company requirements.• Collaborate across functional teams identifying incident’s root cause, implementing action plans to correct, while working hand in hand with customers, ensuring clear communication and mitigation.• Advocate for the customer and be accountable to identify and assemble the resources required to resolve escalated incidents. Also, responsible for providing information to communicate to impacted customers for major incidents.

Westminster, Co

• Diplomatically handled incidents for internal/external clients following the Problem Management cycle minimizing the number of escalations to 1-3 per month, (previously 15-20). • Owned the division Major Incident ensuring adherence and consistency to the process with IT Incident Management processes to resolve incidents. • Collaborated across functional teams facilitating bridge calls identifying incident’s root cause and action plans to implement to resolve incidents. • Utilized ITIL and continuous improvement, Six Sigma tools and actively participated on the study of the Customer Support and Onboarding teams reviewing processes and recommending changes on service delivery processes and efficiency. • Key member of the company’s Change Advisory Board, approving systems/application’s changes, enhancements and urgent changes from critical incidents, while driving and inspiring technical and process changes to mitigate future business interruptions.• Key participant of company’s Business Impact & Risk Analysis on critical applications, helping on service restoration, disaster recovery, business continuity plans and operational procedures.• Managed and expanded the Global Customer Support tier 2/3 team (30 agents), under a 24/7/365 support model addressing technical incidents. • Performed team management duties, while motivating and retaining high-performing agents.• Implemented team’s Key Performance Indicators reports raising the operational excellence improving performance on time to resolve incidents to 2-3 days from 10-15 days, among other improvements. • Attained continuous improvement (CI), company certification for the technical support team eliminating waste, improving customer support processes while improving account’s retention.• Developed the creation of the Tier 1 Support team of 10 agents for the company’s Hungary location, while assisted on the reorganization of the London Technical Support tier 2/3 team.

Westminster, Co

Senior Functional Manager – Client Success Management• Executed the customer success cycle processes, (pre-sales, post-sales activities), addressing new clients via onboarding, service delivery, renewals and business expansion. • Performance managed on premises client’s support teams, (managers/technical staff), conducting meetings, coaching, hiring, 1:1s, reviews and career progression programs to motivate and retain high-performing agents. • Generated revenue in excess of $50K per client (15), by promoting improvement and service expansion projects for “Strategic White Glove” dedicated teams to manage client’s environment and support needs. • Increased contract renewals revenue in excess of $200K serving as the division Service Manager’s consultant reviewing requests analyzing client’s objectives and business needs.• Attaining average of 96% to 98% on client’s satisfaction programs representing the “Voice of the customer” (VOC) improving service support processes while building customer relationships and retention strategies. • Analyzed trends generating client’s performance metrics on time to resolve critical incidents, service restoration and level agreement to anticipate incidents, resources and proactive action. • Negotiated service contract agreements (SLAs) and renewals for multiple customers as well as the development of Statement of Work (SOW), along with the creation of onsite operation procedures.• Averted the threatened loss of $30M key accounts by working across functional teams, (Sales, Product & Delivery), instituting critical success factors and implementing service improvement plans (SIPs).

Westminster, Co

• Performed as senior office manager representative on company improvement initiatives and changes, as well as fostering positive office environment and excellent customer experience. • Managed the Help Desk team comprised of 15-20 Tier 1/2/3 technicians on a 24/7/365 support model addressing technical and network incidents for global customers.• Performed team management duties including attendance review, overtime approvals, 1:1s and team meetings, coaching, hiring, yearly salary reviews, among other duties.• Measured Key Performance Indicators (KPIs) reviewing agent engagement levels while promoting healthy work environment creating enthusiasm, brand loyalty and rewards programs.• Worked across teams eliminating barriers, generating revenue, achieve operational cost reduction, customer satisfaction, while implementing process improvements on company wider initiatives.• Managed Customer Relationship via first management escalation contact for internal and external customers providing resolution and next steps for improvement. • Accountable for agreeing on client service levels and quality of service following customer's targets • Developed training for technical tiers to better support and resolve incidents in a timely fashion• Supported Sales and Account teams on new potential customers, project developments as well as visiting customers to ensure delivery of excellent customer experience while creating account’s growth.• Fostered a culture of operational and service excellence driving office behavior and leadership promoting company strategy, goals, key objectives and clear knowledge of company products and services. • Averted the threatened loss of key customers on several multimillion-dollar accounts, ($30M), working across functional teams developing metrics, monitoring process flow between departments, client interactions and implementing service improvement plans (SIP) to rectify service quality issues.