Senior Support Manager for B2B, responsible of a team of technical support engineers located in the North America region, providing service to a global list of strategic customers. Adjusted workforce management to coordinate with global offices for a follow the sun model to be able and provide support on a 24/7 basis. Point of contact for customer or internal escalations, as well as for customer onboarding sessions.

Senior management role responsible for the delivery and management of the Service Desk operations for the Guadalajara site, coordinating a group of managers and supervisors to efficiently deliver SLA and KPI within quality standards to our customers.  Focal delivery and escalation point of contact to current customers regarding SLA and KPI.  Manage and run site operations in coordination with support areas (Facilities, Security, HR, TA)

Management of the Service Desk for the end user services branch, supporting one of the leading healthcare services companies in the USA. Currently managing the largest service desk group for NTT Data Gudalajara with 100 level 1 engineers, 27 level 2 and 10 on level 3 along with 8 team leads.

Management of the Service Desk for the end user services branch, supporting one of the leading healthcare services companies in the USA. Currently managing the largest service desk group for Dell GDL with 40 level 1 engineers and 4 team leads

Call center, outsourcing customer service, retail, sales and technical support for U.S. based companies from different industries (Cable and digital TV providers, travel agencies and GPS), responsible for the operation and performance of local groups (150 – 350 people, ranging from first line agents to operations managers). In charge of setting action plans to achieve client KPI and corporate efficiencies, manage cost of production, gross margin levels for the project, present results with C-Levels and client’s senior management or directors.

In charge of executing actions to drive performance leading a group of supervisors and first line agents for different lines of business including customer service, technical support and sales.

Responsible for an assigned group of first line agents and of escalated cases from final users or customers.

Assisted customers on the phone with technical issues and general inquiries for a cable company based on the USA.