HAZEL MORALES VARGAS
Customer Success Management
Summary
6+ years of experience in Customer Success and Account Management roles. Exceptional experience in coordinating activities that involve company's stakeholders and IT team enterprises. Demonstrated experience and commitment to customer service satisfaction, being proactive and resourceful in pursuit of customer experience. Knowledge and understanding of the IT and cloud-based technology industries. Demonstrated leadership skills in managing projects from concept to completion and exercised leadership capabilities, evaluating solutions and making decisions.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
2
2
Languages
Work History
SENIOR INCIDENT MANAGER
ACCENTURE
Plaza Bratsi, Heredia, Costa Rica
7 2018 - Current
- Manage and own reactive support experience for company users, executives and stakeholders within portfolio of assigned clients.
- Proactively anticipate risks and escalations by communicating regularly with customers concerning data exchange and technology integration.
- Optimized resource allocation through effective prioritization and delegation techniques and implementing efficient escalation procedures.
- Handle and provide expert guidance during critical incidents, assisting technical teams in resolving complex issues by understanding business impact and level of urgency.
- Champion adoption of new incident management technologies, and ensure compliance with industry standards by staying up-to-date on best practices on new methodologies.
- Delivered regular training and mentoring sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Promoted in 2022 due to performance excellence and fostered culture of continuous improvement within the organization.
INCIDENT MANAGER
BRILIO GLOBAL
07.2017 - 07.2018
- Provided customer-facing reports with incident information about action plans and case resolution
- Shared Case Trend analysis based on People, Process and Technology (PPT Framework) to identify and improve operational efficiency of clients' organizations and working closely with IT team to address vulnerabilities.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
Education
BUSINESS ADMINISTRATION -
Tecnologico De Costa Rica (TEC)
Cartago, Costa Rica 04.2021 - 05.2022
Skills
ITIL Knowledge
ITIL Processes
IT Infrastructure Library
Microsoft Office (Excel, Word, Outlook, Teams, PowerBI)
Effective Communication and soft skills training taken
Proficient in Escalation management
Proficient in Customer Service excellence
Certification
ITIL V4 FOUNDATION, 2021
Timeline
BUSINESS ADMINISTRATION -
Tecnologico De Costa Rica (TEC)
04.2021 - 05.2022
INCIDENT MANAGER
BRILIO GLOBAL
07.2017 - 07.2018
SENIOR INCIDENT MANAGER
ACCENTURE
7 2018 - Current
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