Marcela López Castro Email & Phone Number

+ Management of a professional support team, including skills development and performance management.+ Operational control, shift scheduling, accountability for keyperformance indicators (KPIs).+ Customer satisfaction: SLAs, NPS, contactrate and CSAT.+ Work with the leadership team and providers of technologies to drive growth and transformation initiatives.+ Translate the business strategy into Customer experience and Customer Service plans.+ Be responsible for creating CX strategies.

+ Provide strategic direction and training to +20 field service engineers and Help Desk agents to ensure staff was highly proficient with services and internal processes.+ Estimate the cost, time, training and resources required for installations, upgrades, and other technical services.+ Implement of service process improvements through Lean/Six Sigma in order to optimize resources, prioritize spending, and inventory control.+ Responsible for the effective implementation and overseeing of the Incident Management Process.+ Develop KPIs, SLAs & NPS to supervise timely and accurate collection and analysis.

Mexico, Central America And Caribbean

+ Mentoring, motivating, and supervising the performance of +25 service engineers and Service Desk agents. Develop career plans, staff recruitment and training.+ Achieved savings of 400K USD on SLAs agreements.+ Resolve all client escalations and respond promptly to daily service requests, which translates to a higher customer retention rate.+ Monitor and manage inventory of parts to ensure appropriate support levels were maintained.+ Prepare and monitor departmental budgets; and operate with approved budget for field services.+ Develop and monitor KPIs, goals, and targets of the service area; measures, reviews, and maintain high customer satisfaction levels.+ Analyze data to identify strategies for improvement of service and productivity.

Ciudad De México Y Alrededores, México

+ Assured the correct execution and the completion of the IT projects, in compliance with the assigned objectives of safety, time, cost and quality.+ Produce the relevant project management documentation and support the relevant milestones during project delivery.+ Manage unforeseen project risks and mitigate issues as they arise, implementing corrective actions and reporting to the stakeholders the resolution agreed.+ Manage and control any changes to project scope using established change management process.+ Negotiated complex deliveries to clients in a fast-paced customer-driven environment.

Latam

+ Deliver service strategies, solutions and processes to support LATAM region technical pre-sales and post-sales.+ Identify and drive the implementation of improvements to processes and services provided.+ Overseeing the effective incident management and change processes.+ Reached sales goals quarterly by resolving complex service projects.+ Set high performance standards. Assured training for 40+ IT & Field Service technicians.+ Developed and implemented the operating procedures for the organization.+ Maximized customer service - KPI's and Service Desk metrics.

Ciudad De México Y Alrededores, México

+ Responsible for resolving customer service issues and consulting customers on service calls while maintaining a high level of customer satisfaction.+ Achieve sales, profit, and inventory goals, managing a budget, and dealing with operational issues that affect service.+ Implemented Service Model: warehouse (DHL), Logistics, systems and technical teams, 3rd Parties, and Call Center for Mexico.+ Provided training and certifications for 15+ field service technicians.+ Achieved quarterly targeted goals by resolving recurring errors, disputes, and missed revenue.

Ciudad De México Y Alrededores, México

+ Conduct, plan, test and install the equipment, network systems and software.+ Provide on-site service of IT systems; installs upgrades of gaming platforms and network.+ Support 24x7 on site and remotely.

Bachelor Of Information Technology

English Course

Itil Foundations

Pmp

Celta - Certificate In Teaching English To Speakers Of Other Languages, Teaching English As A Second Or Foreign Language/Esl Language Instructor