Celeste Robles

Sr Manager, Global Customer Care @Aviat Networks

CA

Sr Manager, Global Customer Care | Aviat Networks(2022 – 2025, Montreal, QC)Led a global organization of 45 employees across Customer Success, Renewals, Repair & Return, Training, and Service Sales Operations, with teams in the US, UK, Philippines, France, India, and Canada. Accountable for a ~$30M Support Services portfolio, delivering consistent growth, operational excellence, and seamless integrations.CUSTOMER SUCCESS & RENEWALS• Managed $15M+ renewal pipeline in North America, sustaining 90%+ retention and driving 414% upsell growth.• Designed onboarding and upsell programs that turned a $2M target into $8M in one year.OPERATIONS (REPAIR & RETURN / TRAINING)• Directed global repair operations repairs annually) with a 0% SLA miss rate.• Reduced returns backlog by 70%, strengthening margins and efficiency.• Doubled training revenue in 4 years while maintaining a 9.5/10 CSAT and flat headcount.• Improved training margins by 10% through optimized logistics, vendor cost reductions, and pricing strategy.INTEGRATIONS & TRANSFORMATIONS• Seamlessly integrated 3 acquisitions into Customer Care; led NEC LATAM integration, recognized by the CEO as the #1 company priority in FY24 and awarded for contributions.• Coordinated across APAC/EMEA to align resources, vendors, warehouses, and call centers.• Sponsored Kaizen and Lean initiatives that streamlined licensing and PV+ processes.EXECUTIVE INFLUENCE & STRATEGY• Delivered Monthly Operating Reviews (MORs) to executives, shaping strategy on revenue, margins, CX, and cost savings.• Chaired weekly revenue governance meetings, aligning cross-functional leaders across sales, operations, and finance.• Led a cost-optimization program in Managed Services, renegotiating vendor contracts to deliver multi-million savings.