Eric Alan Munoz Hernandez

Experience

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  TeleTech

  Apr 2012 - Sept 2018

  Technical Account Managers are responsible for the technology needs of the program. Responsibilities includes but not limited to: • Scoping/Tracking/Evaluation of new Projects/Deployments• Keep and maintain Up to date Technical Project Documentation• Uptime Reports to both Internal and External Clients• Deployment of new Technologies• Technology integrations or Migrations.• Project Technological Budget• Provide 24/7 IT Support for Escalations• Computer Science• Advance Troubleshooting Show less

  • Technical Account Manager

    Dec 2014 - Sept 2018

  • Workforce Management Lead

    Apr 2012 - Nov 2014
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  EPAM Systems

  Sept 2018 - Sept 2024

  Senior Cloud Account Support Manager

  I was part of the Google Premium Support team that assists enterprise clients by conducting a thorough analysis of their Google Workspace subscription usage and adoption guiding the client on their google cloud journey providing a world class support experience while identifying the areas of opportunities.Among some of the KPI achievements:● Reduced client ticket creation by 10% - 30% conducting regular support check-ins and identifying training opportunities.● Increasing client effort scores [CES] by up to 50% performing a close ticket follow up and ensuring engineering resources are aware of the business impact.● Increasing Google cloud technology adoption by 5% - 15% by showing the value and capabilities of the google products within their workforce.● Increasing bug rate ratio by 5% - 10% helping the client mastering knowledge on the product.My key responsibility is ensuring customer business success by collaborating extensively with Google Solution Engineers and team up with the Technical Account Management team to resolve client business critical issues Show less

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  GAYAME DESPACHO JURIDICO

  Jun 2021 - now

  Co-Founder
• 

  Google

  Sept 2024 - now

  Technical Account Manager