Luis Alfaro

• Enhancement and consolidation of the onboarding process, ensuring streamlined operations across infrastructure, platform installation, configuration, training, and professional services planning.
• Successfully implemented and onboarded Churnzero platform, leveraging best practices and experience to optimize customer journeys and playbooks.
• Established and managed a high-performing team of technical advisors, fostering excellence in both technical proficiency and leadership skills.
• Escalation management interacting with product and engineering team to consolidate the action plan and guarantee the traction and fast resolution.
• Improve processes to leverage a better picture of each customer to be considered in terms of sales, renewal and upselling.
• Apply agile methods to our activities to work
  smarter not harder.

• Ensure customer satisfaction, retention, and growth through different strategies cascaded from leadership team.
• Collaborated on defining and executing Objectives and Key Results (OKRs), driving alignment with leadership to address pain points and achieve quality assurance objectives effectively.
• Deliver 360 performance review using Lattice to team members.

• Gather NPS and other KPIs from customer to mitigate churn risk and improve adoption.

• Cultivate strong customer relationships, facilitating product and service adoption and ensuring smooth renewal processes.
• Advocated for customer needs and priorities within scrum and development teams, actively contributing to sprint definitions and Jira Service Desk workflow adoption.
• Project manager for various initiatives, coordinating resources and orchestrating efforts to exceed customer expectations.

• Implemented a structured career path for engineers, tracking technical progress and personal development through KPIs and IDPs.
• Led coaching sessions to encourage innovation and idea generation, fostering a culture of continuous improvement within the team.
• Orchestrated resource assignments based on customer needs and operational demands, optimizing team efficiency and performance.
• Inform/adapt/execute in a timely manner the different projects and global goals assigned to the operation.
  

• Applied best practices to minimize operational risks for customers, delivering technical support and mentoring to increase their team's knowledge.
• Built strong customer relationships through on-site visits and proactive support initiatives, enhancing overall customer satisfaction.
• Managed team laboratory environment to expedite ticket resolution, utilizing VMs hosted on VCenter for streamlined troubleshooting.
• Deliver quarter reviews through face-to-face meetings or remotely to demonstrate the accomplishments, challenges and planning the strategy for rest of the contract.

Previous Experience

• Technical Account Manager Microfocus, 2017 – Nov 2018
• Senior Support Engineer Hewlett Packard Enterprise, 2014-2017
• Named Account Support Engineer Hewlett Packard, 2010-2014
• Frontline Support Engineer Level 1 and Level 2 Hewlett Packard, Nov 2007-2010