Omar Campos

Executive in charge to oversee the technical support, advanced support and professional services business for Latin America, the Caribbean and Canada regions. Position highlights:

• Responsible of 76 millions USD in revenue yearly.
• Overachieved revenue targets: asked 30% YoY, achieved 90%
• Overachieved margin targets: asked 20% , achieved 50%
• In charge of a team of 250+ cybersecurity professionals: TAC support engineers, technical account managers (TAM), service relationship managers (SRM a.k.a CSM), project managers and professional services engineers for the operation over 25+ countries.
• Recognized as the youngest executive Vice President talent in Customer Success & Support globally.
• Assigned to the biggest technical support project in the company to create from scratch a 500+ support engineers team in Colombia/Canada in the next 5 years. Project already started.

• Prioritized and allocated valuable resources to meet business targets. Sustained 90%+ of customer satisfaction (CSAT).
• Monitored metrics and developed actionable insights to improve efficiency and performance. Earned 5 team bonuses in a row for meeting all core KPIs.
• Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
• Improved customer experiences to increase renewal rates, reduced churn and enhanced support services. Increased renewal rates from 78% to 95% in a year.
• Drove strategic improvements to enhance operational and organizational efficiencies. Achieved lowest attrition globally in the regions under my responsibility.

• Created customer support strategies to increase customer retention.
• Assisted with sales and marketing strategies to foster achievement of revenue goals.
• Optimized operational processes using analytics tools to address client-specific metrics.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound calls & tickets.
• Developed and implemented training initiatives for new hires.
• Recruited and developed employees for our Technical Assistance Centers in Mexico, Miami, Brazil and Canada.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Resolved escalated issues by serving as subject matter expert on wide-ranging issues. Beame the go to go person for critical customer issues.
• Mentored and guided support engineers to foster proper completion of assigned duties. Delivered by myself industry certifications curriculum to 40+ engineers.

• Identified issues, analyzed information and provided solutions to problems.
• Reviewed violations of computer security procedures and developed mitigation plans.

• Used remote diagnostic tools to identify sources of customer issues. Assigned to US customers including government and military accounts.
• Answered incoming support inquiries via chat, phone and email.

• Provided Tier 1 IT support to non-technical users through desk side support services to AT&T customers in the US.
• Translated complex technical issues into digestible language for non-technical users.

• Networking equipment installation supervisor, site surveys, staff and deployment planning.
• Monitored workflow to improve employee time management and increase productivity.