As a Client Relations Manager, I manage client relationships, acting as the main point of contact to ensure satisfaction and long-term partnerships. I collaborate with internal teams to address client needs, oversee projects, and provide timely solutions. My role includes preparing reports, delivering insights, and identifying growth opportunities, all while maintaining strong communication to drive client success.

- Act as the primary technical consultant and liaison for key client stakeholders, engaging with departmental heads to executive-level leadership, offering expert guidance on optimal utilization of our platform.- Lead efforts to spot and solve technical issues hindering smooth adoption of our platform, coordinating teamwork between our departments and the client's team for effective solutions.- Develop and maintain a strong understanding of our platform to ensure seamless integration of technology across all aspects.- Coach clients to become adept at using our product, enabling their teams to independently manage day-to-day operations.- Analyze how clients use our solutions, suggesting additional features to bolster their security setup.Prepare and present detailed weekly reports summarizing account status, task progress, pending issues, and upcoming plans.- Organize and run technical workshops aligned with our strategy for achieving value.- Utilize platform data for analysis and reporting to aid decision-making.- Coordinate updates about product improvements and new features.- Act as a client advocate in partnership with our support team during escalation situations.

• Provide customer service and technical support• Inbound chats and calls • follow specific guidelines• Weekly follow-up of minor business inconveniences• CRM: Hubspot

Back office for 1st level of technical support, for the resolution of cases in short time.Create strategies to reach the target, presented from Sitel to the client for special accounts (Walgreens,Target Corp. Best Buy).Arrange weekly meetings for agents to verify their metrics, needs and new processes or requirementsfrom the client.Weekly meetings for Oms, coaches and clients, present reports that explain how the team is doing thejob, which targets were achieved, opportunities to improve and which metrics are affecting the team.Cases review, set up the correct service and clear doubts to customer service team.Support the Special Accounts team with the organization, tickets distribution and Quality AnalysisCreation, registration and follow up for the company cases through digital tools as Siebel, Power BI,Excel, etc.• Account Management of Special Accounts: Walgreens, Bestbuy & Target (helped them with any customer service inquery or technical support issue + constant follow ups with the store managers) • CRM: Siebel • Email sequencing with templates given by the company + own style

• Provide customer service and technical support for people and businesses with Lexmark printers inquiries or issues • Inbound calls, outbound calls and tickets resolution for hardware and software issues or inquiries • Depending on the client, follow specific guideline (person, small business, medium business, enterprise business)• Weekly follow-up of small business inconveniences • Monthly KPIs: Resolved issues/inqueries on the firts call, Number of tickets resolved, Number of outbound calls, NPS.• CRM: Siebel• Provide customer service and technical support for people and businesses with Lexmark printers inquiries or issues • Inbound calls, outbound calls and tickets resolution for hardware and software issues or inquiries • Depending on the client, follow specific guideline (person, small business, medium business, enterprise business) • Weekly follow-up of small business inconveniences • Monthly KPIs: Resolved issues/inqueries on the firts call, Number of tickets resolved, Number of outbound calls • CRM: Siebel