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Team Manager with extensive experience in cybersecurity support
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Competencies
Managed enterprise-level cybersecurity support teams, enhancing team performance and customer satisfaction.
Ensured high CSAT scores and maintained elite SLA performance through strategic goal setting and performance monitoring.
Coordinated global teams across LATAM, overseeing regional integration and change management processes.
De-escalated conflicts with major customers and internal stakeholders using active listening and negotiation skills.
Applied frameworks such as Lean Six Sigma, ITIL, and the STAR method for process optimization and team development.
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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
- 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.
- Led global team expansion by establishing a Virtualization Support Group in Colombia, utilizing change management models for smooth integration.
Experience
Team Manager
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...