Hiking
Manuel De Jesus Gomez Pineda
Customer Success Manager
Piraquara - Parana
Summary
Over my tenure as a Support Analyst and Customer Success Manager (CSM), I have gained extensive experience in fostering strong relationships between our company and our valued clients. I have consistently demonstrated a commitment to understanding each client's unique needs and objectives, ensuring their success with our products or services. This has involved providing personalized training sessions, assisting with the configuration and setup process, and addressing any initial challenges the clients may face. Taking a proactive approach to diagnose the problems and work with relevant teams to implement effective solutions promptly, has not only resolved challenges efficiently but has also reinforced a sense of trust and confidence in our company's capabilities. Overall, my experience on customer facing roles have been characterized by a deep commitment to client satisfaction, effective communication, problem-solving, and continuous improvement.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Time Doctor
Staff.com
Remote
03.2023 - Current
- 6 Months Remote
- Currently, I am maintaining, growing, and building my book of Tier 1 and 2 accounts through prioritized and automated engagements
- Actively driving successful Time Doctor onboarding to help customers recognize the business value our products offer and understand how we can provide them with optimal support
- Working to thoroughly comprehend my customers' business needs, continuously documenting their use cases, and identifying those we can target for potential expansion to Tier 1 accounts
- I am taking the lead in executing ongoing messaging sequences, which encompass product updates, plan adjustments, and regular check-ins for all accounts
- I'm also responsible for scheduling top-notch client training sessions
- I am closely monitoring the health of all my clients, including contracts, addressing product-related issues/requests, evaluating end user adoption, and ensuring overall satisfaction with Time Doctor
- Collaborating closely with cross-departmental teams to effectively share valuable client feedback, promptly escalate urgent matters, and contribute to broader team and company project plans.
Customer Success Analyst
Loadsmart
03.2022 - 01.2023
- In my previous role at Loadsmart, I demonstrated: Proactive Customer Monitoring: Monitoring the progress and engagement of onboarded customers to ensure their seamless product adoption
- In collaboration with the Onboarding team, I provided support to help achieve milestones as needed
- Lifecycle Engagement Expertise: Guiding onboarded customers throughout their lifecycle within our ongoing service model
- This involved understanding their unique business needs, key objectives, and technical capabilities
- Risk Management Mastery: Identifying and addressing potential risks associated with customers' anticipated outcomes, product adoption, disengagement, and dissatisfaction with the service
- Opportunity Identification: Recognizing and capitalizing on opportunities that could lead customers to achieve enhanced results and contribute to the evolution of our products
- Contractual Stewardship: Ensuring contract renewals and proactively retaining customers who were considering departing
- Strategic Upselling and Cross-Selling: Identifying and presenting additional services that could benefit customers, thus enabling upselling and cross-selling strategies
- Issue Resolution Leadership: Driving the resolution of account-related issues, spanning billing, support, and product matters, while liaising with various internal departments
- Support Oversight: Monitoring customer interactions with our Support team to ensure that expectations were met and contributing to issue resolution
- Process Enhancement: Contributing to the refinement and strengthening of our onboarding and ongoing service models, as well as our operational processes
- Voice of the Customer: Representing the customer's perspective to provide proactive input and feedback that positively influences various areas of the organization
- I played an instrumental role in fortifying the customer experience and operational excellence during my tenure at Loadsmart.
Senior IT Support Analyst and Inventory Coordinator
HCL
10.2017 - 12.2022
- During my tenure as a, Tech, I played a pivotal role in delivering top-tier onsite Trilingual Support to over 500 Exxon Mobile employees
- My responsibilities encompassed a diverse range of tasks that contributed to the efficient operation of the company's IT ecosystem
- Comprehensive Technical Support: I was the primary point of contact for resolving technical issues for the workforce, providing seamless support on Windows platforms (Windows 7/10), various IT hardware components (desktops, Xerox and HP printers), LAN and WAN networks (TCP/IP), as well as iOS configurations
- System Enhancement and Maintenance: My role included tasks such as testing, system updates, bug fixes, computer and user migrations, and the implementation of solutions to optimize the company's computerized environment and support systems
- Infrastructure Implementation: I was entrusted with the implementation of key infrastructure and technology processes, contributing to the continuous improvement of the company's IT landscape
- Global Collaboration: I effectively collaborated with teams based in India, serving as a vital "Hands and Feet" extension for server and storage equipment maintenance, ensuring the smooth functioning of crucial systems
- Inventory Coordination: As the designated inventory coordinator, I meticulously managed a range of inventory items including desktops, monitors, and mobile devices
- This involved overseeing the creation of Inbound Delivery within the SAP system, ensuring accurate tracking and management of assets
- My five-year tenure at HCL Tech was marked by a commitment to excellence in IT support, technical problem-solving, and efficient inventory management
- I consistently upheld the highest standards of professionalism and technical expertise, contributing significantly to the overall success of the organization.
Senior Administrative Analyst
Premier IT Global Services
04.2017 - 10.2017
- In my role at Premier IT Global Services, I engaged in providing Trilingual support services, focusing on the maintenance contracts associated with Volvo and its affiliated entities across Latin America
- This involved a range of activities aimed at ensuring the seamless execution of contractual obligations and maintaining a high level of customer satisfaction
- My Key Responsibilities were
- Contract Monitoring: I closely monitored the contractual agreements through comprehensive reports, ensuring that the terms and conditions of the maintenance contracts were being upheld
- Global Interaction and Process Support: Collaborating on a global scale, I offered vital process support to facilitate the execution of maintenance contracts
- This involved engaging with internal and external stakeholders to address various issues and concerns
- Negotiation and Issue Resolution: I actively engaged in negotiation processes, addressing, and resolving a variety of issues that emerged from both internal and external customers
- These negotiations were integral to maintaining effective contractual relationships
- Technical Expertise and Support: I provided specialized technical support to Volvo dealers and affiliates spread across Latin America
- This support encompassed leveraging my product and component knowledge to analyze the costs and pricing associated with maintenance contracts
- I was dedicated to contributing to the successful management of maintenance contracts for Volvo and its affiliates in Latin America
- My commitment to effective communication, process optimization, and technical proficiency played a significant role in enhancing operational efficiency and reinforcing customer relationships.
Senior Onsite Support Analyst
Premier IT Global Services
11.2017 - 06.2017
- In my capacity, I undertook a range of significant responsibilities and tasks that contributed to the seamless operation and technical excellence of the organization
- Installation and Configuration Expertise: I demonstrated proficiency in the installation and configuration of Windows 7, ensuring the optimal performance of operating systems on various computing devices
- Trilingual Technical Support: I provided proficient trilingual technical support to users within the Volvo organization
- This encompassed addressing a diverse array of technical issues, resolving concerns promptly and effectively.
Global Support Team Leader
Premier IT Global Services
01.2014 - 02.2016
- In my capacity as the Team Leader for the Global Support Team at Premier IT Global Services, I undertook a leadership role that involved overseeing and enhancing the performance of the Service Desk team
- My responsibilities encompassed collaborating with leadership across various spheres of IT support, projects, and IT processes to ensure optimal service delivery while observing the ITIL process
- Key Responsibilities:
- Supervisory Excellence: I provided effective supervision and guidance to the Service Desk team, ensuring seamless operations, efficient issue resolution, and a high level of customer satisfaction
- Collaborative Leadership: I worked in tandem with IT support leadership, project teams, and process management to align strategies and objectives, fostering a cohesive and well-coordinated approach to support services
- Technical Team Coordination: I successfully coordinated the technical team, defining clear scaling parameters and establishing efficient workflow structures that promoted team cohesion and performance
- Service Desk Coordination: My role included the coordination of the Service Desk, ensuring timely and effective responses to user queries, technical issues, and service requests
- Performance Oversight: I maintained a vigilant oversight on service levels, consistently evaluating the performances of team members against predefined Key Performance Indicators (KPIs)
- The results of these evaluations were communicated to upper management for informed decision-making
- Throughout my tenure, my commitment to leadership excellence, collaboration, and performance evaluation played a pivotal role in enhancing the capabilities and efficiency of the Global Support Team
- By aligning technical expertise with effective supervision, I contributed to the organization's delivery of top-tier support services.
IT Support Analyst (Offline Desk Agent)
Premier IT Global Services
06.2012 - 09.2014
- In my role as an IT Analyst (Offline Desk Agent) at Premier IT Global Services, I was entrusted with delivering high-quality support services to Volvo IT, while providing expert trilingual assistance to end-users for services generated by Service Desk agents
- My responsibilities were centered around resolving intricate technical challenges associated with Windows XP and Windows 7 operating systems, as well as approved company applications
- Key Responsibilities and Achievements:
- Trilingual End-User Support: effectively offered trilingual support to end-users, addressing technical issues that had not been resolved by Service Desk agents due to their complexity
- This involved facilitating seamless interactions between users and the IT environment
- Technical Expertise in SAP 7.3: I provided technical assistance in SAP 7.3, specializing in identifying systemic solutions and clarifying processes to rectify incidents and failures
- I leveraged my expertise to ensure the smooth functioning of critical systems
- Escalation and Collaboration: I played a critical role in the escalation process, identifying cases that required specialized attention and forwarding them to the appropriate internal groups in accordance with established protocols
- Throughout my tenure, my dedication to technical proficiency, effective problem-solving, and cross-functional collaboration contributed significantly to the achievement of service excellence and the enhancement of IT support capabilities.
Bilingual Technical Support
Brasil Telecom
01.2011 - 01.2012
- My role as a Technical Service Specialist, I fulfilled a range of vital responsibilities aimed at optimizing service delivery and ensuring the smooth operation of equipment and systems
- My contributions encompassed various aspects crucial to maintaining operational excellence and fulfilling quality parameters within the organization
- Key Responsibilities and Accomplishments:
- Maintenance, Configurations, and Upgrades: I performed essential maintenance routines, executed configurations, and carried out equipment upgrades to ensure the continuous functionality and performance of technical assets
- Problem Identification and Resolution: I adeptly identified issues faced by both external and internal users, demonstrating proficiency in diagnosing technical problems and providing timely resolutions
- Process Documentation: I meticulously recorded service processes and protocols, contributing to the establishment of comprehensive documentation that facilitated seamless service delivery
- Service Delivery Analysis: I meticulously analyzed service delivery reports to extract insights, facilitating data-driven decision-making and continuous improvement
- Quality Evaluation: I evaluated the effectiveness of applied solutions against quality parameters, including Service Level Agreements (SLAs) and targets, ensuring that service standards were consistently met or exceeded
- Bilingual Support Excellence: I provided proficient bilingual support to the clients of Brasil Telecom, catering to their service-related inquiries and needs in both Portuguese and English
- Throughout my tenure, my dedication to technical acumen, meticulous documentation, and commitment to delivering exceptional service consistently contributed to the overall operational effectiveness and client satisfaction.
Education
MBA - Business Administration
Centro Universitario Internacional UNINTER
Piraquara, Parana 05.2019 - Current
School Diploma - undefined
William L. Dickinson High School High
Jersey, NewITIL 4 Foundation: Key Concepts - Skillsoft - undefined
Skills
Interpersonal Skills
Interests
PC building
Cooking
Hiking
Love to hike with the family in the nearby mountain region.
Timeline
Time Doctor
Staff.com
03.2023 - Current
Customer Success Analyst
Loadsmart
03.2022 - 01.2023
MBA - Business Administration
Centro Universitario Internacional UNINTER
05.2019 - Current
Senior Onsite Support Analyst
Premier IT Global Services
11.2017 - 06.2017
Senior IT Support Analyst and Inventory Coordinator
HCL
10.2017 - 12.2022
Senior Administrative Analyst
Premier IT Global Services
04.2017 - 10.2017
Global Support Team Leader
Premier IT Global Services
01.2014 - 02.2016
IT Support Analyst (Offline Desk Agent)
Premier IT Global Services
06.2012 - 09.2014
Bilingual Technical Support
Brasil Telecom
01.2011 - 01.2012
School Diploma - undefined
William L. Dickinson High School High
ITIL 4 Foundation: Key Concepts - Skillsoft - undefined
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