Jossie Jimenez Quiros
Master Business Administration
Escazu
Summary
Strong trilingual leader and problem-solver, with over 17 years of experience , dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Jossie also has experience on networking, cybersecurity management, SIEM administration, bot detection and prevention, Endpoint Detection and Response, cloud services and virtualization. Skills that will help to drive high performance companies.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Customer Success Manager
IBM
01.2022 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
- Created customer support strategies to increase customer retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Support Delivery Manager
Akamai
San Jose, NM
06.2020 - 12.2022
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Developed strategic growth plans to increase sales and deliveries across Premium accounts.
- Integrated new technologies and best practices to improve performance of existing metrics
- Planned delivery routes according to traffic, weather and types of delivery.
Manager of Operations
Tek-Experts
10.2015 - 06.2020
- Established positive and effective communication among the team members and leadership, reducing miscommunications, and missed deadlines.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for back office engineers
- Increased customer satisfaction ratings over exceeding the target month over month
- Developed and implemented training initiatives for new hires.
- Liaised with other departments to minimize network interruptions and possible downtimes.
Level 3 Team Manager
HP
02.2011 - 10.2015
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Evaluated employee performance on monthly basis.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Led employee relations through effective communication, coaching, training, and development.
Team Leader
SYKES
03.2007 - 02.2011
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Education
MBA - Business Administration
ULACIT
05.2001 -
Bachelor of Applied Science in Information Technology -
U. Latina
05.2001 -
Certification - ITIL V3
HP
05.2001 -
Certification - SCRUM Fundamentals
HP
05.2001 -
Certification - Security+
Tecnologico Costa Rica
05.2001 -
Certification - CCNA
Tecnologico De Costa Rica
05.2001 -
Skills
Customer Account Management
Client Relations
Strategic Planning
Business Development
Customer Relationship Building
Staff Mentoring & Leadership
Account Management
Revenue Growth
Key Accounts Development
Customer Retention
Client Service Optimization
Timeline
Customer Success Manager
IBM
01.2022 - Current
Support Delivery Manager
Akamai
06.2020 - 12.2022
Manager of Operations
Tek-Experts
10.2015 - 06.2020
Level 3 Team Manager
HP
02.2011 - 10.2015
Team Leader
SYKES
03.2007 - 02.2011
MBA - Business Administration
ULACIT
05.2001 -
Bachelor of Applied Science in Information Technology -
U. Latina
05.2001 -
Certification - ITIL V3
HP
05.2001 -
Certification - SCRUM Fundamentals
HP
05.2001 -
Certification - Security+
Tecnologico Costa Rica
05.2001 -
Certification - CCNA
Tecnologico De Costa Rica
05.2001 -