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. • Act as the day to day primary point of contact for client escalation points. • Serve as a manager, mentor, knowledge resource, and escalation point for engineers.

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.• Oversee Team Managers performance and accomplishment of tasks on a daily basis.• Analyze quality figures and propose action plans to improve them as well as Identify gaps of knowledge within the account or possible areas of improvement.• Attend conference calls and meetings as to follow up on account performance and client’s inquiries.• Propose action plans to minimize or eliminate such gaps and therefore sustain constant improvement trends in all areas related to the service provided.• Provide accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes.

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 follows:• 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 integrity on a daily basis• Continuously encourage team members to improve their performance, quality and account metrics and document these interactions.