Leticia - Team Manager with extensive experience in cybersecurity support

San José, San José, Costa Ricaen

Achieved 98.5% CSAT score, exceeding the target of 95%, through SMART goal setting and quality communication.

Maintained 98.7% for Initial Case Updates and 97.9% for Interaction Acceptance by implementing effective time management and delegation.

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Summary

Experienced Team Manager with a proven track record in leading technical support teams for cybersecurity solutions, driving high customer satisfaction and operational excellence.

Key Achievements

Led global team expansion by establishing a Virtualization Support Group in Colombia, utilizing change management models for smooth integration.

Skills

Technical Support LeadershipAvanzado

Managed enterprise-level cybersecurity support teams, enhancing team performance and customer satisfaction.

Customer Satisfaction & SLA ManagementAvanzado

Ensured high CSAT scores and maintained elite SLA performance through strategic goal setting and performance monitoring.

Cross-Functional Team CoordinationIntermedio

Coordinated global teams across LATAM, overseeing regional integration and change management processes.

Conflict Resolution & Stakeholder EngagementIntermedio

De-escalated conflicts with major customers and internal stakeholders using active listening and negotiation skills.

Experience

Team Manager

Movate

July 2023 - September 2025

Orchestrated end-to-end service delivery for a Tier-1 cybersecurity account, leading a technical support team to provide enterprise-level solutions., Achieved World-Class Customer Satisfaction: Attained a 98.5% CSAT score for the last fiscal year, exceeding the 95% target. This success was driven...