Marvin Muñoz Email & Phone Number

Candelaria, Ph

Los Angeles, California, United States

Duties and Responsibilities- Manage the customer lifecycle to support 1,000 of client’s Tier 3 and Tier 4 customers in a proactive management with a total book of business between $2,500,000 - $3,500,000. The team will have a goal of 80%+ gross retention rate in 2023.- Work with the Manager of Customer Engagement and Operations to find opportunities to implement programs that can efficiently drive customer outcomes at scale.- Engage 1:1 with customers with poor health and develop a plan to get customers back on track.-Test playbooks and program ideas and monitor results based on defined customer metrics.-Identify common customer challenges and actively suggest better solutions.-Work closely with the Sales team to support account growth through upsells and cross-sells.-Provide actionable feedback to the Product team based on observations of individual customers as well as from identifying patterns of usage across multiple customers. Be the voice of the clients.=Develop and maintain current knowledge of client's products, services, and resources so that you can execute product training sessions with assigned accounts.-Commit to all team internal processes as well as collaboration across the entire company.

Taguig, National Capital Region, Philippines

-Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NICE products and services. -Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships. -Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service. -Technical Expertise: Leverage deep knowledge of NICE products and technologies to troubleshoot client issues and optimize their solutions. -Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NICE solutions. -Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NICE products and services. -Continuous Improvement: Contribute to the development and improvement of NICE products and services by identifying and recommending enhancements based on client feedback.

Taguig, National Capital Region, Philippines

• Led process improvement and problem-solving efforts to create standard proceduresand escalation policy for customer support team.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Conducted training and mentored team members to promote productivity, accuracy, and commitmentto friendly service.• Played instrumental role in client satisfaction by working with operational teams for proper resolution ofservice issues.• Created and maintained comprehensive customer success documentation for internal and externaluse.• Assisted customers with onboarding and product setup to foster successful adoption and usage.• Analyzed customer data to identify trends and develop strategies to improve customer successmetrics.• Collaborated with sales and product teams to address customer success objectives.• Conducted training and mentored team members to promote productivity and commitment to friendlyservice.• Utilized customer feedback to inform changes and improvements to customer success plans.• Created customer support strategies to increase customer retention.• Generated reports and communicated results to stakeholders to provide insights into customersuccess.• Monitored customer progress and addressed customer inquiries with timely and accurate updates.• Conducted periodic user training sessions to support customer understanding and product featureutilization.• Established strong relationships with key customers, resulting in increased customer loyalty.• Maintained positive customer relations by addressing problems head-on and implementing successfulcorrective actions.• Used industry expertise, customer service skills and analytical nature to resolve customer concernsand promote loyalty.• Defined clear targets and objectives and communicated to other team members.

Makati, National Capital Region, Philippines

• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenuegrowth goals.• Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.• Identified and proposed upsell and renewal opportunities and communicated value proposition tochurn results for enterprise customers.• Developed and executed solutions to customer needs and drivers through hands-on engagement.• Engaged in tool and process improvements to streamline customer success activities and services.• Worked with customers and engineering team to determine equipment needs and systemrequirements.• Delivered technical presentations matching audience level of expertise to explain products andservices to customers.• Collaborated with cross-functional teams to deliver successful product implementations.• Created product training plans centered on customer success and satisfaction.• Cultivated and maintained strong relationships with customers to ensure a positive customerexperience.• Wrote detailed technical documentation for company products.• Assisted customers in troubleshooting product issues and provided timely technical support.• Configured and modified product systems to meet customer-specific needs.• Presented technical presentations to clients to explain product features and benefits.

2 World Square Mckinley Hills Taguig City

• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenuegrowth goals.• Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.• Identified and proposed upsell and renewal opportunities and communicated value proposition tochurn results for enterprise customers.• Developed and executed solutions to customer needs and drivers through hands-on engagement.• Engaged in tool and process improvements to streamline customer success activities and services.• Participated in product innovation by identifying and representing customer needs and presenting newproduct capabilities.• Worked with customers and engineering team to determine equipment needs and systemrequirements.• Utilized creative problem-solving skills to overcome technical challenges in the sales process.• Worked closely with sales team on understanding customer requirements, promoting products anddelivering sales support.• Contributed additional revenue to sales plans through resale opportunities.• Delivered technical presentations matching audience level of expertise to explain products andservices to customers.• Helped team implement successful sales strategies for complex engineering projects.• Collaborated with cross-functional teams to deliver successful product implementations.• Created product training plans centered on customer success and satisfaction.• Cultivated and maintained strong relationships with customers to ensure a positive customerexperience.• Wrote detailed technical documentation for company products.• Assisted customers in troubleshooting product issues and provided timely technical support.• Configured and modified product systems to meet customer-specific needs.• Presented technical presentations to clients to explain product features and benefits.• Organized product demonstrations and trial installations of equipment to promote products.

Shaw 500 Bldg. Mandaluyong Metro Manila

• Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.• Greeted customers and offered assistance for increased customer satisfaction.• Worked varied hours to meet seasonal and business needs.• Managed customer relations through communication and helpful interactions.• Utilized customer feedback to improve product offerings.• Trained and mentored junior staff on customer service strategies and techniques.• Analyzed customer data to identify trends and anticipate customer needs.• Monitored customer service metrics and performance indicators to identify areas of opportunity.• Engaged in friendly conversation with customer to better uncover individual needs.• Developed strong rapport with customers and created positive impression of business.• Monitored customers for signs of security concerns and escalated issues to management.• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.• Identified customer needs and wants to enhance customer experiences

5Th Flr. Rockwell Business Center Tower 1 Ortigas Avenue Pasig City

• Broke down and evaluated user problems, using test scripts, personal expertise, and probingquestions.• Patched software and installed new versions to eliminate security problems and protect data.• Monitored systems in operation and quickly troubleshot errors.• Documented technical issues and solutions to enable tracking history and maintain accurate logs.• Suggested software and hardware modifications to reduce lag time and improve overall speed.• Installed and maintained hardware and computer peripherals to store tangible components.• Connected to computer of client using remote link to install programs and applications.• Upgraded operating systems and computer software to perform compatibility with programs.• Collaborated with outside departments to implement system-wide improvements.• Implemented technical solutions to solve customer issues and increase satisfaction.• Communicated with clients to verify roots and causes of computer problems.• Researched and implemented new technologies and methodologies to improve support processesand provide better services to customers.• Collaborated with vendors to locate replacement components and resolve advancedproblems.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Configured hardware, devices, and software to set up work stations for employees.• Configured and tested new software and hardware.• Monitored system performance to identify potential issues.• Helped streamline repair processes and update procedures for support action consistency.• Offered assistance in implementing and developing training programs.• Installed, configured and maintained computer systems and network connections.• Responded to customer inquiries and provided technical assistance over phone and in person.• Installed and configured operating systems and applications.• Generated reports to track performance and analyze trends.• Created user accounts and assigned permissions.

69 Jupiter St. Sm Cyberone Bldg. Makati City

• Dispatched field service technicians to correct issues requiring in-person technical assistance.• Shepherded customers through ongoing or multifaceted technical struggles to research long-termsolutions.• Assessed technical complexity of tickets to escalate to Tier 3 team.• Leveraged data-driven monitoring systems to identify and resolve potential issues.• Mentored less experienced team members to improve customer responses and work towards onetouch tickets.• Analyzed code to assist support team in finding solutions and workarounds to problems.• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advancedtechnical issues.• Performed technical troubleshooting and diagnosis, software installation and information gathering tokeep infrastructure operational.• Patched software and installed new versions to eliminate security problems and protect data.• Configured and tested new software and hardware.• Tested new software and hardware prior to deployment.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Assisted in development of system security protocols.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Researched and identified solutions to technical problems.• Responded to customer inquiries and provided technical assistance over phone and in person.• Monitored system performance to identify potential issues.• Helped streamline repair processes and update procedures for support action consistency.• Offered assistance in implementing and developing training programs.• Generated reports to track performance and analyze trends.• Configured hardware, devices, and software to set up work stations for employees.• Installed and configured operating systems and applications.• Maintained servers and systems to keep networks fully operational during peak periods.• Installed, configured and maintained computer systems and network connection

3Rd Flr. E-Commerce Plaza, Eastwood Libis Quezon City

• Tested new software and hardware prior to deployment.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Assisted in development of system security protocols.• Installed, configured and maintained computer systems and network connections.• Configured and tested new software and hardware.• Monitored system performance to identify potential issues.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Helped streamline repair processes and update procedures for support action consistency.• Offered assistance in implementing and developing training programs.• Researched and identified solutions to technical problems.• Installed and configured operating systems and applications.• Developed and implemented preventive maintenance procedures.• Generated reports to track performance and analyze trends.• Diagnosed and troubleshot hardware, software and network issues.• Responded to customer inquiries and provided technical assistance over phone and in person.• Created user accounts and assigned permissions.

Bachelor'S Degree, Computer Engineering

Activities and Societies: Alpha Phi Omega, Engineering Society, Cheer and Dance

Education record

Activities and Societies: Knights Of the Altar, Our Lady of Mount Carmel of Mary, Boy Scout of the Philippines, CAT, Cheer and Dance.

Elementary

Activities and Societies: Knights Of the Altar, Church Choir, Our Lady of Mount Carmel of Mary, Boy Scout of the Philippines