Karla Rodríguez

Karla Rodríguez

Customer Success Manager
Work experience
  • Divisional Client Success ManagerSITA Information Networking Computing, BV
    25/11/2019

    I Managed Service Level Agreements and ensured that all contracted/agreed service levels were met for each element of the services delivered
    Manage all customer requests for service promptly and professionally, lead the Continual Process Improvement process including recommendations for service upgrades
    Regular service reviews with service providers, where was required, in order to review the quality of services delivered in support of the assigned contracts
    Proactively monitor customer services, identify improvement and risk areas and I was owned various service improvements

  • Senior Operational ManagerCisco Systems
    30/10/2013

    I elaborated processes and procedures for customized support services, coordinated technical issues and customer needs
    I served as the first point of contact and facilitator in operational issues.
    I coordinated and presented reports of services delivered

  • Services CoordinatorHewlett Packard
    30/3/2012

    I realized proactive activities oriented software, applications and support
    I actively participated in the organization and delivery of technical solutions to support
    standard procedures applying to project and change management
    I served as the first point of contact to Mission Critical contracts
    I identified business growth opportunities with actively participation in pre-sales and
    postsales, managed and improved the budget with respect to defined objectives

Education
  • MasterUniversidad Anahuac|
    01/04/2018

    Marketing Benchmark Management

  • SpecialtyUniversidad Tecnologica de Mexico
    31/08/2006

    Quality and Productivity

  • Bachelor'sUniversidad Tecnologica de Mexico
    30/08/2002

    Systems Engineering

Honors & awards
  • ITIL v3 Certification
  • SCRUM Certification
Skills
  • Negotiation
    100%
  • Customer Services
    100%
  • SLA's
    100%
  • Relationship Management
    100%
  • Vision for bussiness
    100%
  • Conflict Resolution
    100%
  • Service and Support
    100%
  • Reversa Logistics
    100%