Myriam Garcia

Experience

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  Urban Science

  Dec 2002 - Aug 2005

  Project Manager

  Projects: Nissan Mexicana, General Motors, PeugeotKey Tasks/Responsibilities:• Negotiator and consultant of internal and external clients (Nissan Mexicana, General Motors, Peugeot).• Administration, control, advances, and implementation of projects. • Coordination of personnel.• Development of manuals.• Migration of development platforms.• Product sales, consult and development of systems to potential clients and existing.• Support and qualification to end users.• Development of studies of Market, Analysis and Design of strategies for the sale of new products• During the implementation phase, I managed delivery according to project plan, conducted progress and financial reviews and managed project scope changes.• Ensured proper transition from project implementation phase to the on-going support and management phase via project acceptance and closing Show less

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  Dell

  Jun 2013 - Jun 2018

  Key Tasks/ Responsibilities • Facilitated ongoing changes to Pages Premier • Maintained global standards & pricing.• Facilitated & maintained engagement and relationship with customer.• Invited local customers, trained and educated on pages premier.• Assisted in migration to Pages Premier from local pages.• Managed order flow as required in local country.• Kept a constant working relationship with sales to ensure premier page accuracy.• Identified root causes of systemic issues and provide corrective action to improve the customer experience.• Registered metrics generated by Premier Pages.• Supported ISR’s and ISM´s for any concern about Premier Pages.• Roadshow initiatives on improvement projects.• Collaborated and influenced with cross functional teams (OBM, IT, Sales, CoC, Sku Mgmt, Order Management, B2B team, Premier Help Desk, etc.) – which drives improvements to a desired end state.• Reporting/analysis – efficient management through data development and project improvement.• Worked with all segments (LE, Channels, SMB, Directs and Public, Global Accounts). Show less Key Tasks/ Responsibilities • Responsible for learning and selling a full range of Dell technology products and services including desktops, laptops, printers, and software• Sold to the customer primarily through inbound phone inquiries as well as through outbound calls • Provided exceptional customer service to every customer by following a call model that will be used on every call. • Followed up on email daily, checked online promotions and used internal sales tools while I simultaneously was on calls with a customer. • Responsible for meeting monthly revenue quotas and profitability metrics • Transactional queue focus with an extra focus on working on territories of clients to acquire, re-acquire and retain existing clients.• Ability to cooperate and collaborate with colleagues, cross functionally, to support the sales process• Demonstrated good judgment in analyzing information to make routine decisions• Explained technical, industry, and market facts in order to position Dell as a competitive solution Show less Key Tasks/ Responsibilities • Dealed with all internal and external customer issues using the most appropriate communication tool and solution (Products and Services) in order to ensure customer’s satisfaction in regards of Dell policy.• Identified various inquiries, made sure mandatory information was available to ensure an effective job management• Informed customers about the status of the order and delivery.• Responsible for the Quality Management System.• Managed Quality Team for QMS analysis and drive corrective actions to improve the quality of team output.• Responsible for internal audits and control procedures.• Motivated and drove team to over achieve on productivity and quality targets• Ensured productivity tracked and connectivity to capacity plan • Daily metrics analyzed for trends and matched capacity to demand• Conducted a different review of productivity and quality metrics and trends. • Ensured active performance management across teams.• Traveled frequently to customer sites to audit/monitor delivery quality, performed site surveys and/or deliver deployment services• Analysis and gathering of technical details regarding customer environments and system requirements.• Provided remote design / configuration and on-site deployment support to Dell-badged field resources or delivery partners for all customers on current and future Dell Network products and services. • Ensured adequate project visibility via regular project status reports and project quality assurance review meetings• Acts as the first line of technical escalation for assigned customer engagements for field delivery resources. Show less

  • Global Portal & LatAm Catalog Manager

    Sept 2006 - Jun 2018

  • Inside Sales Representative Channels

    Sept 2006 - Jun 2018

  • Service Account Manager - Customer Quality Manager

    Sept 2006 - Jun 2018

  • Dell Software Support Partner Manager - LatAm

    Jun 2013 - Apr 2018
• 

  NTT

  Mar 2018 - now

  Manager - Customer Sucess

   Develop a trusted advisor relationship with customer and partners to ensure all activities are closely aligned with our business strategy, allowing the full potential of company to be optimal.  Identify and grow opportunities  Work with technology SaaS (software distribution model where software and data are handled in the servers of a company of information and communication technologies, which are accessed via the Internet from a client), IaaS, PaaS and Hybrid cloud  Establish and oversee the customer's adoption and development of best practices to continually drive incremental value  Understand and assess customer requirement  Provide project management for professional service requests.  Be point of contact for escalations that impact the customer’s success.  Build strategy for your accounts to drive loyalty and avoid churn.  Work closely with our partners, professional services, support, and customer service team for proper product management.  Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends  Administration, control, advances, and implementation of SaaS, IaaS, PaaS and Hybrid cloud projects.  Ensures effective ownership, communication, coordination, and facilitation of support service activities between account teams, field service personnel, partners and customers  Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively  Experience selling in the different Sector markets Compiles, analyzes, and interprets statistical data and trends relating to service level and operational effectiveness  Identifies and leads continuous improvement activities in support of customer or internal business processes Show less

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  Dell EMC

  Sept 2020 - now

  Manager Field Service & Customer Service