Alejandro Emperador
Systems Engineer
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Success Manager
Bright Pattern
09.2021 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Collaborated with sales and product teams to address customer success objectives.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Experience Manager
Zerviz
10.2020 - 09.2021
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
Solutions Consultant
Alvaria
04.2014 - 09.2020
- Performed proof of concept demonstrations, instructing potential customers on benefits of Contact Center Solutions.
- Evangelized for updated Contact Center products following introduction of new features or updated specifications.
- Drafted integration plans to ease assimilation of products into customers' business infrastructure.
- Developed post-sale technical processes for installation and technical support.
- Designed post-sale training curricula to educate customers on use and maintenance of Contact Center products.
- Collected customer satisfaction data via surveys and other measures.
- Evangelized for update Contact Center products following introduction of new features or updated specifications.
Senior Support Engineer
Solint
10.2010 - 02.2014
- Patched software and installed new versions to eliminate security problems and protect data.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Monitored systems in operation and quickly troubleshot errors.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Presented technical presentations to clients to explain product features and benefits.
- Collaborated with cross-functional teams to deliver successful product implementations.
IT Manager
Aicotel
12.2007 - 09.2010
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Guided organizational technology strategy and roadmaps.
- Oversaw IT department operations and training.
- Created and terminated user's accounts from start to finish in business applications.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
Business Architect
DB Access
12.2005 - 12.2007
- Partnered with stakeholders to build business cases and created portfolio proposals to achieve outcomes.
- Engaged with business partners at various levels of hierarchy to understand business strategy and identify various outcomes.
- Built digitization roadmap of processes, policies and data and system changes to achieve business outcomes.
- Directed and led documentation of business requirements, functional specifications and other client deliverables.
- Evaluated current processes to develop improvement plans.
- Identified optimization potentials such as leveraging shared capabilities between processes, increasing adoption of technology or simplifying products and services to drive long-term improvements.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Education
Bachelor of Science - Computer System Administration
05.2004
CCNA - Computer Networking
10.2009
Microsoft Certified Professional - Computer Engineering Technology
08.2010
Master Coach - Physical Education And Coaching
01.2023
Master in Neurolinguistic Programming - Cognitive Psychology And Psycholinguistics
11.2022
Master in Artificial Intelligence -
04.2023
Partitioner - Computer And Information Systems Security
09.2021
Skills
- Customer Account Management
- Client Relations
- Strategic Planning
- Strategic Communications
- Training and Mentoring
- Schedule Management
- Customer Service
- CRM Software
- Customer Retention
- Business Development
- Training Programs
- Client Service Optimization
- Contact Management Systems
Languages
Spanish
Native language
English
Advanced
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Success Manager - Bright Pattern
09.2021 - Current
Customer Experience Manager - Zerviz
10.2020 - 09.2021
Solutions Consultant - Alvaria
04.2014 - 09.2020
Senior Support Engineer - Solint
10.2010 - 02.2014
IT Manager - Aicotel
12.2007 - 09.2010
Business Architect - DB Access
12.2005 - 12.2007
Universidad Santa Maria - Bachelor of Science, Computer System Administration
Cisco - CCNA, Computer Networking
Microsoft - Microsoft Certified Professional, Computer Engineering Technology
John Maxweell - Master Coach , Physical Education And Coaching
Rocio Suarez - Master in Neurolinguistic Programming, Cognitive Psychology And Psycholinguistics
TEKDI Institute - Master in Artificial Intelligence,
AWS - Partitioner, Computer And Information Systems Security
Similar Profiles
John GrivasJohn Grivas
Grounds and Maintenance at A Pattern Health MinistriesGrounds and Maintenance at A Pattern Health Ministries
Alexandra KadaneAlexandra Kadane
Lab Technician at Pattern Paving ProductsLab Technician at Pattern Paving Products
Johnwinhansen HansenJohnwinhansen Hansen
Sawer at Travis PatternSawer at Travis Pattern