Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Manuel Cabrera

Manuel Cabrera

Mexico

Summary

Experienced highly motivated professional with 22 years of expertise in Technical Support, Customer Experience, and Distribution Channel development. Skilled in leading high-performing teams, driving customer success, and optimizing internal teams distribution channels to achieve business growth. Proven track record of implementing innovative delivery models, optimizing processes, and leveraging technology to enhance customer experience and stickiness. Seeking a director-level role in a dynamic high-tech environment to drive strategic initiatives, foster loyalty, and exceed customer expectations.

Overview

22
22
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
3
3
Languages

Work History

Leader Customer Experience

Cisco Systems
Mexico City
07.2018 - Current
  • Developed and executed channel customer experience strategies, resulting in 15% increase in customer satisfaction, 20% revenue growth for strategic partners, and successful achievement of incremental booking goals.
  • Led cross-functional teams to optimize customer touchpoints and channel effectiveness by analyzing customer journey maps.
  • Collaborated with internal stakeholders to align channel development strategies with business objectives and key performance indicators (KPIs).
  • Leveraged data and analytics to identify customer behavior patterns, drive business growth, and integrate with DevOps and NetOps for competitive advantage. Additionally, resolved customer concerns, engaged in cross-selling and up-selling, and actively pursued learning opportunities to enhance industry and technical knowledge.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships

Leader Partner Delivery

Cisco Systems
Mexico City
07.2016 - 07.2018
  • Empowered Cisco's top channels to seamlessly integrate Cisco's services portfolio into their offerings, driving exceptional value creation for customers through Customer Success methodology.
  • Achieved remarkable consecutive-year growth in bookings, with consistent 1500% increase, by implementing Cisco Marketplace e-commerce program for virtual touch customers in Latin America.
  • Developed and executed models leveraging data mining and visualization techniques, resulting in enhanced customer engagement, substantial business growth, 30% increase in coverage rate, and 15% increase in annual revenue for mid-market segment. Additionally, conducted customer journey mapping exercises to identify pain points and optimize customer interactions.
  • Established and maintained relationships with key partners, identifying upselling and cross-selling opportunities. Skilled at working independently and collaboratively in team environment. Proven ability to learn quickly and adapt to new situations.

Senior Manager Technical Services

Cisco Systems
Mexico City
11.2011 - 07.2016
  • Led Technical Assistance Center for Latin America, overseeing team of 5 direct report managers and 84 indirect reports, while developing new talent. Managed 10 sales support resources.
  • Implemented innovative delivery models in collaboration with local partners, leading to remarkable 35% growth in number of customers utilizing consultant services within 4 years. Achieved consistent customer satisfaction goals for 5 consecutive years.
  • Successfully drove business development efforts in LATAM region, generating over 4 million USD in revenue. Combined product and service offerings with services attach rate of over 90%. Assisted with day-to-day operations and demonstrated excellent communication and leadership skills.

Advanced Services Manager

Cisco Systems
Mexico City
06.2009 - 11.2011
  • Successfully managed P&L responsibilities, driving a 17% revenue increase through strategic initiatives and effective financial management.
  • Led high-performing team of 17 talented consultants, resulting in 20% improvement in NPS (Net Promoter Score).
  • Achieved 154% customer growth across multiple regions, ensuring each customer had at least one consulting service. Collaborated with sales team to identify upselling and cross-selling opportunities, contributing to revenue growth. Developed strong communication and organizational skills through working on group projects.

Technical Support Manager

Cisco Systems
Mexico City
08.2008 - 06.2009
  • Collaborated with cross-functional teams to ensure seamless issue resolution and effective product rollout. Achieved 100% renewal rate for top 20 customers, introduced new accounts, and improved LATAM customer satisfaction by 7% while consolidating operational performance. Analyzed and developed service goals for inbound call center and tracked key performance indicators (KPIs), while creating continuous improvement plans.
  • Successfully recruited and expanded technical staff by over 80% in 2008, building diverse team and fostering customer-centric culture.
  • Implemented training programs to enhance technical expertise and improve customer engagement.

Network Consulting Engineer

Cisco Systems
Mexico City
06.2006 - 07.2008
  • Achieved 12% reduction in outage periods and increased customer network availability, improving service reliability
  • Implemented new communication channel that resulted in 17% increase in customer satisfaction

Customer Support Engineer

Cisco Systems
Mexico City
10.2004 - 05.2006
  • Improved customer relationships through tailored and accurate network diagnostics, leading to increased customer satisfaction. Achieved 15% increase in customer satisfaction among Latin American service providers, showcasing effective service delivery and meeting customer expectations.
  • Used remote diagnostic tools to identify sources of certain customer issues

Data Technical Deputy

Lucent Technologies
Mexico City
02.2001 - 09.2004
  • Successfully managed global and regional deployments for multiple customers, led team of 15 field engineers in major technology migration projects, and provided technical support to sales teams for introduction of new data products, resulting in enhanced customer engagement and satisfaction.

Education

MBA - Business Administration

Thunderbird School of Global Management, Glendale, AZ
05.2007 - 05.2009

GPA: 3.78

Bachelor of Science - Electronics and Communications

ITESM, Mexico City
08.1996 - 12.2000

Skills

Developing high efficiency teams

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Certification

Certified Meraki Network Associate Cisco Meraki2020

Interests

Emerging Technologies

Leadership and Management

Customer Experience

Distribution channels

AI/ML

Timeline

Leader Customer Experience - Cisco Systems
07.2018 - Current
Leader Partner Delivery - Cisco Systems
07.2016 - 07.2018
Senior Manager Technical Services - Cisco Systems
11.2011 - 07.2016
Advanced Services Manager - Cisco Systems
06.2009 - 11.2011
Technical Support Manager - Cisco Systems
08.2008 - 06.2009
Thunderbird School of Global Management - MBA, Business Administration
05.2007 - 05.2009
Network Consulting Engineer - Cisco Systems
06.2006 - 07.2008
Customer Support Engineer - Cisco Systems
10.2004 - 05.2006
Data Technical Deputy - Lucent Technologies
02.2001 - 09.2004
ITESM - Bachelor of Science, Electronics and Communications
08.1996 - 12.2000

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Manuel Cabrera