Sonny Lacayo

Experience

• 

  Happy Days and Freedom highschool

  Jun 2005 - May 2011

  IT Manager

  Create and manage Budgets for the IT DepartmentManage internal employees in the IT dept.Project implementation projects: Replacing Wireless with fiber Optics for faster speed, Remodeling of Computer Laboratories, Software and Hardware analysis and purchase.

• 

  Sportline America Inc. (Nike-Under Armour Central America)

  May 2011 - Jun 2012

  Front End Developer / Graphic Designer Social Media Head for Honduras-Nicaragua

  Social Media StrategiesDigital adsMain contact between ad agencies and companyEmail campaign imagery Social media imagesTradeshow banners and promotional materialsCharts and graphsInfographicsCommunication System (Letterhead, Business Cards, Folder)PresentationsInternal company documentsLanding page designs Website chat and contact form interfaceBlog Images

• 

  ABCO Products

  Jul 2012 - Dec 2016

  Creative Services Manager

  Layout creation for catalogs, in-store marketing and promotions for company clients ( Fastenal, family dollar etc). Website creation and maintenance, as well as running reports for website metrics.Photo art direction for product photo-shoots. Responsible for the design of promotional materials; direct mail, brochures, displays, outdoor promos, banners and print ads for advertisingDirect agencies on brand guidelines. As catalog expert, advised others on process. Review color proofs and direct change. Proof final layout for accuracy. Show less

• 

  Questar Assessment Inc.

  Feb 2017 - Jun 2017

  Front-End Content

  • Built online assessment test forms used by millions of students• Worked with BAs, PMs and product users to analyze and develop new products, make improvements and fix bugs• Collaborated with BAs, PMs, developers, business users, other employees and external clients• Investigated and resolved issues with web applications• XML, HTML, CSS, MS Office

• 

  PeopleNet

  Jun 2017 - Feb 2022

  • Trimble Support Escalations Supervisor

    Oct 2019 - Feb 2022

  • Customer Support Supervisor

    Oct 2018 - Feb 2022

  • Technical

    Jun 2017 - Oct 2018
• 

  Trimble Inc.

  Oct 2020 - Feb 2022

  Trimble Support Escalations and Level 2 ( Integration & Solution design) Supervisor
• 

  Epicor

  Feb 2022 - May 2024

  Product Support Manager

  In my role encompassing operations and customer success, I spearhead the design and execution of our EDI strategy to align with organizational goals. I lead and motivate a team of escalation specialists, ensuring timely issue resolution.Developed effective escalation processes to enhance customer satisfaction.Collaborates cross-functionally to address matters promptly.Analyze trends to improve product/service quality.Mentor team members for continuous learning and development.Utilizing agile methodologies, I successfully consolidated three product support structures into one, demonstrating my ability to collaborate across functions effectively. Moreover, I oversee project delivery and onboard new team members, guiding them through training and certification processes. My proficiency in SaaS, remote team management, and relationship-building, combined with adept prioritization skills, positions me as a valuable contributor to optimizing processes, enhancing communication, and driving overall success. Show less

• 

  Smartsheet

  Jun 2024 - now

  Senior Manager Global Escalations

  Key Responsibilities:Defining and executing a global strategy for managing and mitigating customer support and product escalations.Remaining calm and positive under pressure while providing actionable feedback to peers, junior escalation managers, and senior management.Developing and owning escalation management methodologies and response playbooks.Effectively managing multiple escalations simultaneously, providing meaningful updates to internal and external stakeholders.Analyzing complex data to identify trends and inform decision-making.Leading efforts to resolve escalated issues, reduce customer downtime, and ensure service reliability.Partnering with internal stakeholders to improve the detection, communication, and management of critical customer issues.Building strong cross-functional relationships and handling difficult discussions constructively.Advocating for customers in product engineering meetings and influencing roadmap prioritization.My commitment is to ensure that our customers receive prompt, effective resolutions, enhancing their overall experience and satisfaction with Smartsheet. Show less