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.

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.

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.

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.

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.

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.

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.

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.

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.

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