Mario Guisado work email
- Valid
- Valid
Mario Guisado personal email
- Valid
Mario Guisado phone numbers
As a senior customer focused leader, I have a proven track record for optimizing entity-wide support tools within the B2B. B2C, and SaaS industries. I am passionate about building and leading high-impact teams and equipping professionals to succeed by being a trusted advisor.Throughout my career, I have been recognized for delivering strategic guidance and leadership to high-impact customer service teams, identifying knowledge gaps, and implementing learning solutions that elevate the customer experience, strengthen development strategies, and position brands for growth.Signature Strengths➡️ People-Focused Organizational Leadership • Business & Technical Alignment➡️ Software as a Service (SaaS) • Project Oversight • Customer-Centric Process Improvement Strategies➡️ Business-to-Business (B2B) • Business-to-Consumer (B2C) • Budget Management➡️ Post Merger; Acquisition Customer Support Strategies • High-Impact Team Leadership➡️ Strategic Planning; Execution • Communications (English &; Spanish)➡️ Knowledge Management Systems: Salesforce, Zendesk Guide, Confluence, Guru➡️ Incident Management: xMatters, PagerDuty • Telephony Systems: Zoom Telephony, Twilio, Zendesk Talk➡️ Chat and AI: Intercom, Zendesk Chat & AI, ADA AI, AptEdge AI • Ticketing Systems: Salesforce, Service Cloud, Zendesk, Jira
Global Relay
View- Website:
- globalrelay.com
- Employees:
- 1638
-
Director, Client ServicesGlobal RelayBurnaby, Bc, Ca
-
Director, Technical SupportInvafresh Sep 2023 - Sep 2024Mississauga, Ontario, Ca◆ VALUED EXPERTISEDrive the technical and operational framework for providing SaaS in a B2B environment as the director of technical support.◆ ORGANIZATIONAL IMPACTPartner and strategize with internal teams to elevate and extend client lifecycles, including customer success, engineering, product management, sales, and marketing.Optimize business performance by establishing new OKRs and KPIs to measure the organization’s success.Revitalized the cross-departmental communication methodology between support, development, and product teams.Led the enterprise-level transition from Salesforce to Zendesk, including the planning, budgeting, and execution. -
Director, Customer SupportEverbridge Mar 2019 - Sep 2023Boston, Massachusetts, UsThis role spanned two organizations, Everbridge and xMatters◆ VALUED EXPERTISEInstrumental in the enterprise-level enhancement of the customer experience throughout North America, Europe, and the Asia Pacific regions, developed a cohesive support structure for 50 and 100+ agents, established KPIs, and strengthened support tools.◆ ORGANIZATIONAL IMPACTDirected the post-acquisition customer support strategy for xMatters and Everbridge, aligning 5 support teams into a single sustainable process, including ideation, communication, collaboration with executive leaders, and execution.Elevated Everbridge support tools by planning, developing, implementing integration, and leading cross-functional project teams.Partnered with internal teams, including customer success, engineering, product management, sales, and marketing, to enhance client lifecycles throughout 50+ products.Provided actionable recommendations to operational and customer support challenges, including establishing a new internal incident management method and a customer Effort Score (CES) metric.Delivered expertise and insight in SOC and ISO certification steering committee meetings as a strategic thought leader. -
Manager, Client AssistanceXmatters, Inc Nov 2017 - Sep 2019San Ramon, Ca, Us◆ VALUED EXPERTISELed the revitalization of the organization’s customer experience and elevated service levels by developing a technology and business-aligned framework for supporting B2B clients.◆ ORGANIZATIONAL IMPACTRealigned the leadership structure and championed a high-capacity team by providing training and ongoing mentorship.Strengthened customer service by utilizing various support tools and partnering with technology vendors on the product and support levels.Achieved a 98% CSAT and a 90-hour average resolution timeframe by collaborating with the support team to identify operational gaps and provide swift solutions.Catapulted the adoption of Self-Service by 40% by introducing new Knowledge Management ideologies. -
Manager - Customer Care EcareShaw Communications Mar 2012 - Apr 2017Calgary, Alberta, Ca◆ VALUED EXPERTISEEmpowered a cross-collaborative team of 200+ employees throughout customer service, billing, sales, technical support, and digital communications.◆ ORGANIZATIONAL IMPACTShifted the organization to an online, self-service customer service and support model by championing and leading the entity-wide adoption of Knowledge Management and Knowledge-Centered Service concepts.Designed the operational framework for the content team, including talent acquisition strategies and staffing hierarchies.Cultivated a continuous learning environment by transitioning 600K monthly customers and 900K employees to the company’s online knowledge resource center. -
Supervisor - Network Services EngineeringShaw Communications Jul 2007 - Mar 2012Calgary, Alberta, CaSupervise a team of eight specialists who's duties include, baseband and broadband video, video on demand, telecom transport (MPLS, DWDM. Gigabit Ethernet), network backbone, VoIP, IP routing, PBX systems and datacentres. The team is responsible for implementing technologies used to deliver services to the end user.
-
Platform SpecialistShaw Communications Jan 2000 - Jun 2007Calgary, Alberta, CaAttached to the IP Backbone Team responsible for IP routing. I was the Vancouver representative for this team. Worked on various backbone projects as required and represented the team within the local system.
-
Platform SpecialistRogers Communications May 1999 - Jan 2000
-
Network SpecialistRogers Communications Jul 1994 - Jan 1999
-
FacultyCanadian International College Mar 1993 - Jun 1994
Mario Guisado Skills
Mario Guisado Education Details
-
Simon Fraser UniversityCertificate In General Management -
Simon Fraser UniversityPsychology
-
Capilano University
Frequently Asked Questions about Mario Guisado
What company does Mario Guisado work for?
Mario Guisado works for Global Relay
What is Mario Guisado's role at the current company?
Mario Guisado's current role is Director, Client Services.
What is Mario Guisado's email address?
Mario Guisado's email address is ma****@****shaw.ca
What is Mario Guisado's direct phone number?
Mario Guisado's direct phone number is +160456*****
What schools did Mario Guisado attend?
Mario Guisado attended Simon Fraser University, Simon Fraser University, Capilano University.
What are some of Mario Guisado's interests?
Mario Guisado has interest in Leadership, Business Strategy, Innovation, The Big Philosophical Questions, Exercise, Research, Technology, Science, Social Networks (Online), Social Media.
What skills is Mario Guisado known for?
Mario Guisado has skills like Telecommunications, Leadership, Call Centers, Network Design, Team Leadership, Project Management, Networking, Routing, Social Customer Service, Network Architecture, Team Management, Network Engineering.
Who are Mario Guisado's colleagues?
Mario Guisado's colleagues are Rong Chen, John Tobey, Ethan Liu, Payam Farahani, Chip Jones, Pete Guay, Shaurya Immanuel.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial