Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Personal Information
Find Me On LinkedIn
Languages
Timeline
Generic

DANIEL SÁNCHEZ

Customer Success Manager
Tres Rios

Summary

Experienced Incident & Escalation Manager with expertise in remediation, client success, planning, execution, and ensuring client satisfaction.

Proven track record of effectively managing high-priority customer situations to minimize impact and guaranty a healthy customer relationship and operations.

Dedicated to achieving client success in challenging situations, maintaining composure and professionalism under pressure.

Overview

9
9
years of professional experience
6
6
Certifications
2
2
Languages

Work History

Escalation & Incident Manager

Splunk by Cisco
11.2023 - Current
  • Managing technical escalations and incidents for Splunk Cloud services and technologies, ensuring client satisfaction and effective resolution.
  • Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
  • Coordinating disciplined customer communications for high-level issues reported in the escalations and incidents.
  • Maintaining strong client relationships and satisfaction through strategies and success initiatives.
  • Developing data-driven recovery plans and presenting key updates to clients.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Managed and motivated employees to be productive and engaged in work.
  • Resolving client satisfaction issues using tools like Salesforce, Jira, SAP, Salesforce, Confluence and Trello, among others.
  • Assessed incident and escalations priority based upon impact to business and escalated issues as necessary.
  • Facilitated continuous improvement initiatives by identifying areas for process refinement and implementing best practices in ITIL service management.
  • Increased customer satisfaction by providing timely and accurate updates during incident and escalation resolution processes.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
  • Enhanced incident and escalations response times by streamlining communication in Slack channels and implementing efficient escalation procedures.
  • Improved overall company reputation by consistently delivering exceptional customer service during escalations and incidents.
  • Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Minimized future escalations process failures by proactively identifying potential problem areas and implementing preventive measures.
  • Accomplished multiple tasks within established timeframes in a fast-past environment.
  • Part of the recruiting internal team, training and mentor.
  • Reduced response times for escalation cases by implementing efficient processes and protocols as per ITIL management.
  • Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.

Technical Escalation Manager

IBM
02.2023 - 10.2023
  • Managing technical escalations and implementations for IBM technologies, ensuring client satisfaction and effective resolution.
  • Leading escalated technical projects for implementations, migration or service issue with full ownership across all phases.
  • Accomplished multiple tasks within established timeframes.
  • Managing project escalations for IBM hardware and software (e.g., Tape Library, ESS, Flash-Systems) by collaborating with engineering, product management, and partners.
  • Coordinating disciplined customer communications for high-level implementation projects.
  • Providing consultancy for major implementations, migrations, and defect resolutions.
  • Maintaining strong client relationships through advocacy and success initiatives.
  • Documenting and tracking sprint projects and progress via Jira.
  • Developing data-driven recovery plans and presenting key updates to clients.
  • Fast-tracking escalated projects with detailed, actionable plans.
  • Managed and motivated employees to be productive and engaged in work.
  • Participating in team initiatives to enhance IBM storage products and services.
  • Resolving client satisfaction issues using tools like Salesforce, Jira, SAP, and Trello.

Supplies Fulfillment Program Manager

HP
05.2021 - 01.2023
  • Managing and optimizing supply returns, credits operations, and ordering services for HP.
  • Leading fulfillment projects and implementing improvements using methodologies like Waterfall, Six Sigma, and Agile.
  • Managing HP MPS Supplies Fulfillment Returns Services and handling premium account programs.
  • Resolving daily escalations from customers, stakeholders, and partners.
  • Performing financial audits, managing databases, and creating data-driven forecasts.
  • Configuring systems and implementing tools to streamline orders, returns, and logistics processes.
  • Delivering presentations to executives and training new hires to ensure team alignment.
  • Emphasizing program ownership, process improvement, and stakeholder collaboration.

Technical Account Manager

HP
11.2019 - 05.2021
  • Focusing on Technical Account Management and overseeing IT software services for HP.
  • Leading and implementing IT software projects (Agile and Waterfall) with end-to-end ownership.
  • Managing client success, KPIs, and on-boarding for business product/service contracts.
  • Collaborating with sales teams to drive revenue and support upselling opportunities.
  • Resolving complex business and technical issues, including hardware and software challenges.
  • Assisting with root cause analyses for service or product failures.
  • Delivering project and service presentations to high-level executives.
  • Managing databases, analyzing data, and creating visualizations.
  • Hiring, training, and onboarding new team members.
  • Combining strategic client management, technical expertise, and leadership in process improvement.

Escalation Desk - Tier 1

Teleperformance
10.2018 - 05.2019
  • Support and manage complex escalations for AT&T U-VERSE.
  • Technical Support for Residential Fiber Internet, INID'S, Wireless.
  • Technical Appointments and Software Remote Solutions.
  • Guide customers according to established processes and protocols.
  • Work in mode inbound and outbound 'case to call first resolution'.
  • Work cross-organization to gate the customer information requested.

Sales Team Lead

Costa Rica Monkey Tours
08.2017 - 02.2018
  • Manage and motivate the team to consistently drive client development activities among individual.
  • Demonstrate sales leadership by playing an active role.
  • Drive business through key product pillars and KPIs.
  • Lead, model and coach based on client feedback.
  • Provide management presence on the sales floor.
  • Optimize hospitality and store amenities to create a better customer experience.
  • Take action on MKM performance and client feedback.

Travel Planner & Sales Executive

Costa Rica Monkey Tours
10.2016 - 05.2017
  • Travel planning and customer service for a company focused on the North American and European markets.
  • Handling reservations, sales, direct bookings, and customer service tasks, while promoting company products and services.
  • Assisting the general sales operations team with administrative and booking duties.
  • Managing customized tour bookings through calls, emails, and chats.
  • Supporting tourists and the sales executive team with information and services before, during, and after their stay.

Education

Bachelor's Degree - Business Engineering

Universidad Fidélitas
San José
02-2027

Skills

  • Strategic planning
  • Client relations management
  • Customer success
  • ITIL
  • Lean Six Sigma
  • Relationship building
  • Data analysis
  • Scrum Methodology
  • Project planning
  • Strong leadership
  • Cross-functional coordination
  • Project tracking
  • Work flow planning
  • Understanding of SaaS Software business
  • Account management

Certification

Business Intelligence Foundation Certification, Certiprof

Accomplishments

  • Improved client satisfaction scores by 30% through strategic relationship management.
  • Reduced incident resolution time by 40% using process optimization strategies.
  • Restructured Returns Program for the Fulfillment department, recovering over $500k annually.
  • Restructured and rebranded the processes and services of the Proactive Support Program of the MPS Printing Services Catalog.

Personal Information

Find Me On LinkedIn

https://www.linkedin.com/in/daniel-s%C3%A1nchez-m-b77b7322b/overlay/urn:li:fsd_profilePosition:(ACOAADmoxcsBOT9041yaWp1pnWDJ_Vg3ckxMZOQ,2111577559)/skill-associations-details

Languages

5,5

Timeline

Escalation & Incident Manager

Splunk by Cisco
11.2023 - Current

Technical Escalation Manager

IBM
02.2023 - 10.2023

Supplies Fulfillment Program Manager

HP
05.2021 - 01.2023

Technical Account Manager

HP
11.2019 - 05.2021

Escalation Desk - Tier 1

Teleperformance
10.2018 - 05.2019

Sales Team Lead

Costa Rica Monkey Tours
08.2017 - 02.2018

Travel Planner & Sales Executive

Costa Rica Monkey Tours
10.2016 - 05.2017

Bachelor's Degree - Business Engineering

Universidad Fidélitas

Similar Profiles

CREATE PROFILE
DANIEL SÁNCHEZCustomer Success Manager