Sergio Martinez

Proactive customer-oriented with 6 years of experience walking customers over detailed success plans and contract lifecycles to accomplish
Goals in the implementation of Networking technologies. A self-learner, passionate about customer experience, team leadership, and
customer service.

Lifecycle program manager
NUB/78
06/2020 - Presente, Colombia
Lead the customer success experience for Cisco (Saas) Global enterprise customers through their Lifecycle ensuring
implementation and adoption of Cisco technologies.
Product expet from Duo technologies.
Successful implementation and adoption of over 87% of the accounts assigned.
Walking customers through success implementation plans.

Subject Matter Expert
E2E
11/2018 - 06/2020, Colombia
Provide assistance, follow up, and collaborate with escalation process from orders of fiber optic Installations for AT&T.
Become SME (subject matter expert) while working for the company leading escalation processes
and being supportive of the operation.
Customer success Rate over 95% of the installation cases assigned to me

Technical support expert
Convergys
12/2016 - 10/2018, Colombia
Provide technical assistance and customer service about security cameras to companies and customers from USA and
Canada.
Become a Subject matter expert and floor support for the operation taking care of escalation
processes.
Become part of the Backoffice team during my working period within the company.
Take responsibility of the Customer satisfaction and support the chat of the company.
Customer success and problem solving rate over 95 %.

Cybersecurity and networking essentials certificated