Omar Pesantes, Emba Email & Phone Number

Miami/Fort Lauderdale Area

• Responsible for directing the management and daily operations of three areas, Product Development, Professional & Client Services (PCS), and Sales Engineers (SE).
• Oversight of processes and KPIs for each team.
• Act as leader and coach for the managers of the three teams
• Report directly to CEO and support the development of company roadmap.Product Development
• Manages processes for developing concepts into product definitions.
• Determines viability of concepts in terms of market demand, costs, and potential revenue.

Miami/Fort Lauderdale Area

• Defined what consultative, billable services company could offer. i.e. engineering support, software development, training, documentation etc.
• Established processes for service delivery across several departments.
• Expanded the Customer Support team to coordinate delivery of such services.
• Directed all activities related supporting customer success.
• Managed process improvement for all levels of client support.

Miami/Fort Lauderdale Area

• Led the implementation of a new project management system that streamlined related processes, increased efficiency, and lowered overall project labor cost by 25% resulting in faster customer deployment and higher.
• Participated as member of the Executive Team that developed the three-year strategic roadmap for transition of company into new verticals.
• Established Professional & Client Services (PCS) Department to create a new revenue stream via consultative and managed service propositions.
• Oversaw an average of 20 projects per month and coached PCS team which processes an average of 400 support tickets per month.
• Oversaw prioritization of project pipeline to achieve efficient delivery schedule.
• Improved internal and external protocols for managing key accounts by introducing on-site consultation initiative.

Miami/Fort Lauderdale Area

• Cultivated Operations team for integration and deployment of customers and their product offerings.
• Established goals, objectives, and KPIs to measure performance of Operations team, products, and customer products.
• Participated in pre & post sales process at executive or C-level.
• Managed vendor relationships; contract negotiations, service definitions, KPIs.
• Delivered customized reporting and data analysis needs for business customers.
• Collaborated with customers in order to effectively design product offerings.

Miami/Fort Lauderdale Area

• Managed customer success through consultative support and collaboration.
• Created customer training curriculum.
• Defined internal and external support and escalation protocols.
• Implemented 24x7 call center support 3rd party vendor.
• Designed trouble ticket system requirements.

Miami, FL

• Managed relationship with distribution channels of retail long-distance products.
• Defined & managed product line. (rates, costs, distributor, discounts, etc.)
• Managed the profitability of product line via hosted vendor platform.
• Responsible for all aspects of day-to-day business operations.
• Coordinated vendor relationships (telecoms, printers, shippers, etc.)
• Managed logistics and production of product inventory and marketing collateral.

Miami, FL

• Deployed and managed 24x7 call center.
• Grew call center staff from team of 3 to 125.
• Promoted and groomed 5 supervisors and 2 QA agents.
• Developed training curriculum & content for support staff.
• Established processes for delivery of support to end-user and business level customers.
• Defined KPIs and escalation procedures.

Miami, FL

• Trained and managed support team of 3 for a hosted POS management solution.
• Defined and documented support procedures.
• Offered help desk support for POS terminals at retail locations.

Margate, FL

• Managed teams of help desk technicians (12 – 24 staff)
• Maintained and monitored KPIs on team and individual levels.
• Coached staff towards meeting QA department standards.

Executive Mba

Bachelor Of Arts - Ba, Liberal Arts And Sciences/Liberal Studies