ROSMERY TORRES SANMIGUEL
Summary
More than 15 years of experience acquired working with technology and services for multinational companies acting in several areas such as technical, post-sales, logistics and operations. Solid experience in Services and operations with important results through team building and leading high-performance teams, demonstrating a consistent experience in people management. Strong global orientation and international experience, managing remote teams in multi-country operations, leading teams in Central America, Colombia and México. Great skills in handling critical and complex scenarios under pressure, strong relationship with customers and partners. Knowledge in UCaaS, CCaaS and managed services, SaaS Solutions
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Success Manager
AVAYA COMMUNICATION DE MEXICO
05.2015 - 01.2025
- Act like single point of contact responsible for the timely resolution of day-to-day problems and break/fix incidents for technical or operational issues
- Acts as a designated or dedicated liaison between Avaya Services and assigned customers where there are contractual obligations in place to provide support services
- Responsible for understanding customer support needs and ensuring the appropriate Avaya support team engages.
- Manage support escalations to meet agreed Service Levels with a key component being customer satisfaction.
- Developing and presenting Root cause Analysis reports to customers for review.
- Monitoring, measuring, and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation.
- Engaging with account managers and other stakeholders on services readiness
- Coordinating delivery resources and ensuring that qualified resources are in place to meet client support requirements according to plan.
- Managing relationships between delivery resources daily, including contractors, site staff, local field service, engineering, and supplier groups.
- Conducting and participating in readiness reviews, service reviews and satisfaction reviews including open incidents and stewardship trending.
- Supporting transition of projects from the delivery readiness team to the Day-2 support delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource alignment.
- Managing risk and impact of Customer change requests and identifying service implications.
- Managing the product lifecycle of Avaya components in the customer’s environment.
Field Manager for North Cone Area (Colombia, Venezuela, Ecuador, and Central America)
AVAYA COMMUNICATION COLOMBIA
01.2007 - 01.2014
- Supervise and monitor the activities of field engineers in Colombia and outsources of the cone region (Colombia, Venezuela, Ecuador, and Central America) according to the knowledge of engineers in order to commit customer requirements, also to develop training plans and make performance evaluations of team each six months
- Upon rendering the service onsite, there is a follow-up on each of these requests for a closure to full satisfaction always with emergency sense
- Manage day-to-day execution of field activities for the timely resolution problems and break/fix incidents for technical or operational issues
- Planning, tracking, documentation and status updates for the face-customer and SD
- Contact for operational & tactical issues representing delivery of all services to the customer: manages performance metrics, reporting, escalation & communication, monitoring and complying with the SLA established in the contracts of each customer to improve services satisfaction and line up of SLA´s
- Responsible for the delivery of quality services via cross-function and third party teams inside and outside the company
- Provide solutions to a diverse range of moderately complex problems
- To ensure that all services required by customers external and internal are planned, delivered and continuously improved within the agreed service levels by leveraging standard service management practices
Help Desk Coordinator
AVAYA COMMUNICATION COLOMBIA
01.2003 - 01.2007
- Responsible for dealing with the Customer Care Center, receiving requests on the functioning of the Avaya systems implemented all over Colombia, drawing up quotations for the services rendered, keeping invoicing control, coordinating activities inherent to the position, such as the scheduling of preventive maintenance and the coordination of technical visits
- Permanently interact with customers in order to know their perception regarding our service quality and with the results we had the opportunity of implementing mechanisms to increase the customer satisfaction with accomplished SLA´s
Education
MANAGEMENT AND BUSINESS MÁSTER - Business Administration
Universidad Externado De Colombia
Bogotá, Colombia01.2014
ORGANIZATIONAL PSYCHOLOGY -
Universidad Konrad Lorenz
Bogotá, Colombia01.2004
Skills
- Client Management
- Teamwork
- Leadership
- Interpersonal skills
- Effective listening skills
- Working under pressure
- Prioritization
- Organization
- Follow-up skills
- Customer satisfaction
Certification
- Scrum Master Fundamentals Certification
- Negotiation Certification
- ITIL Fundamentals V3
- AZURE AZ-900 Microsoft Azure Fundamentals Course
- APSS-Unified Communications
- APSS-Unified Communications
- APSS-SME Communications
Languages
English
Timeline
Customer Success Manager
AVAYA COMMUNICATION DE MEXICO
05.2015 - 01.2025
Field Manager for North Cone Area (Colombia, Venezuela, Ecuador, and Central America)
AVAYA COMMUNICATION COLOMBIA
01.2007 - 01.2014
Help Desk Coordinator
AVAYA COMMUNICATION COLOMBIA
01.2003 - 01.2007
MANAGEMENT AND BUSINESS MÁSTER - Business Administration
Universidad Externado De Colombia
ORGANIZATIONAL PSYCHOLOGY -
Universidad Konrad Lorenz
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