Sergio E. Email & Phone Number

Bogotá, Capital District, Colombia

Bogotá, Distrito Capital, Colombia

• Currently leading a fast-growing teams of Engineers ( Messaging and Customer interfaces) providing friendly and professional technical support service for Twilio Customers.
• Direct the activities and accountability of a direct team of individual contributors utilizing change management and employee engagement strategies.
• Demonstrate proficiency in mentoring and coaching direct reports through career growth plans and actionable feedback delivery.
• Drive accountability of direct reports to expected KPI targets leveraging tooling & reports to monitor metric attainment.
• Handled internal (including SDMEs)/external escalations, coordinating RCAs (Root Cause Analysis) and betterment plans.
• Work with my engineers to surface customer problems to assist in process betterment.

Barranquilla

• Working with the worldwide leader in IT and networking, as a Technical Account Supervisor my main responsibilities are but not limited to:
• Provide information for client communications in matters of support performance reporting, systems, staffing, product development and complaints.
• Support the AM in managing defined support services including planning, development, implementation, and maintenance of one account.
• Motivate Team Managers and customer support engineers through different strategies.
• Develop action plans based on performance revision and planning session feedback.
• Help AM to ascertain potential future business growth/decline and pertinent resource needs thorough analysis of statistical and historical trends, client communication and industry awareness.

Barranquilla-Colombia

• Team Manager and Leader of several TAC technologies Team ESA - HDW in charge of 20 Engineers providing support for the leader in IT and networking customers in routing protocols issues, main responsibilities goes as.
• Lead role in managing daily client support delivery for a Team of 20 people.
• Measure team’s performance against specific contract KPIs, production objectives, performance against goals, quality level, and employee development and retention.
• Actively support team(s) through availability and real time management and handle customers’ escalations related to the customer service provided.
• Motivate and contribute to the personal and professional development of the team members and set an appropriate example for employees in attendance, fairness, enthusiasm, attitude, loyalty, appearance, honesty, and.
• Continuously encourage team members to improve their performance, quality and account metrics and document these interactions.