MANUEL ZAMORA CASTRO

Managed 28 top accounts, ensuring the fulfillment of our services for very important clients through the use of platforms such as CRM Salesforce, ERP Axapta, DOGMA and ServiceNow.

• Expanded the contract with 20% of the client portfolio through data driven decisions that impacted our service level.
• Led a cross-functional team to deliver the services, achieving exceptional performance in the KPI's during the last fiscal year, improving team results and prioritizing customer satisfaction at all times.
• Worked with multiple teams (logistics, management, sales, billing, etc.) to streamline operations for improved customer satisfaction and retention rates.
• Improved service quality in order to gain client trust by providing proactive service and addressing client concerns promptly and professionally.
• Led a monthly client business review with each account to report the status of the KPI's agreements, SLA's and new opportunities.
• Collaborated in continuous improvement projects in the company, working with other teams and providing insights using data analysis in Excel VBA.
• Coordinated among multiple external stakeholders to gain consensus on service improvement project while following prioritization goals.

• Ensure the good condition and operation of the different equipments (multifunctional printers, interactive whiteboards, 3D printers, 3D scanners, PC, video & audio collaborations) in the assigned area through reports and diagnoses
• Prepare the Service Activity Report (SAR)
• Perform equipment installation and users training to ensure a good use of it
• Provide preventive maintenance to determine potential problems and make necessary replacements or adjustments
• Anticipate and attempt to resolve customer concerns or complaints in the assigned territory within the response time set by the contract
• Follow maintenance procedure and complete overhaul of equipment on every work order
• Perform proper use of spare parts, tools and equipment
• Participate in training and self-study program to gain and maintain proper product knowledge
• Maintain constant communication with customers, dispatch and management to resolve service situations.