Luis Corado Email & Phone Number

Guatemala, Guatemala

1. Lead and inspire a team of product support specialists to deliver outstanding service and support to customers.2. Develop and implement strategies to improve product support processes, enhance customer experience, and drive customer satisfaction.3. Mentor and coach team members to optimize performance, foster professional growth, and ensure alignment with company goals and objectives.3. Handle escalated customer issues and complaints, providing timely resolution and ensuring customer satisfaction.4. Conduct onboarding sessions for new VIP customers to ensure a smooth transition and effective utilization of our products.5. Run cadence calls with high impact customers to gather feedback, address concerns, and identify opportunities for product improvement or enhancement.6. Monitor team performance metrics, SLA adherence, and customer feedback to identify areas for improvement and implement corrective actions as necessary.7. Collaborate with other departments, including Product Development, Sales, and Marketing, to advocate for customer needs and drive product improvements based on customer feedback.

Guatemala

- Create an inspiring team environment with an open communication culture- Set clear team goals- Oversee day-to-day operation- Monitor team performance and report on metrics- SLA monitoring and work towards results- Motivate the team members- Recognize high performance and reward accomplishments

Guatemala, Guatemala

- Primary point of contact for Level 1 reps who need assistance resolving inquiries.- Handle escalations for customer by phone and email.- Manage customer expectations regarding estimated response times for issue resolution.- Collaborate with our internal technical resources (Finance, L3, Engineering, Devops, Management).- Collaborate with Team Managers on training needs, resources and other issues.- Integrate Authentication and Identity systems such as Azure AD, Okta and ADFS.- Reporting and backlog management via Salesforce (CRM)- Customer interaction via Salesforce (CRM)- Escalation interaction via Jira

Guatemala

- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with our products and services.- Manage customer expectations regarding estimated response times for issue resolution.- Collaborate with our internal technical resources (Level 2 and Sales reps).- Support SSO integrations- Customer interaction via Salesforce (CRM)- Escalation interaction via Jira

- A cargo de compras para la institución en las diferentes modalidades de compra en el Estado- Elaboración de Términos de Referencia para Compras Directas con Oferta Electrónica- Compras por Baja Cuantía y Compras Directas con Oferta Electrónica- Elaboración de Bases de Cotización y Licitación para adquisición de productos y servicios por medio de Eventos de Cotización y Licitación- Manejo de Sistemas Guatecompras, Sicoin y Siges- Manejo de Proveedores- Encargado de pago a proveedores- Manejo de deuda institucional- Cotizaciones

Guatemala, Guatemala

- Work closely with Guesttek's Calgary team to design and implement effective support- Optimize CALA resources to deliver high-quality and timely deliverables- Own accountability for CALA support team engagement, success and support- Scale the CALA operation to absorb additional and special support work- Inspire, lead and ensure accountability, with verification, of CALA personnel and support- Ensure processes, tools, and systems are in place to optimize productivity and scale Guesttek's CALA initiatives- Oversight and guidance to a team of remote agents

Guatemala, Guatemala

- Tech Support for guests in hotels supported by Guesttek- Remote monitoring of networking equipment such as access points, switches and servers.

Guatemala, Guatemala

- Tech Support for mobile phone end users

Guatemala, Guatemala

- Tech Support for Internet end users

Master Of Business Administration - Mba

Bachelor In Science, Marketing

Técnico Universitario, Business Administration, Management And Operations