Elaine Melissa Ureña
Customer Support Manager @Ingram Micro
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WORK HISTORY
Customer Support Manager @Ingram Micro
Miami, FL, US
Responsible for leading a diverse and multi-departmental team that includes Customer Onboarding,Customer Care, Finance Operations, Sales Support, and Key Global Account Management.Responsible for achieving Key Performance Indicators and SLAs for multiple technology vendors andbusiness partners.Manage a talented team that fulfills order requisitions and customer care claims for several BusinessSegments: Datacenter, Cybersecurity, Licensing & Cloud (IaaS/SaaS), and Professional Services. These include technology brands such as Cisco, Dell, HPI, HPE, Lenovo, Palo Alto Networks, Proofpoint, Okta,Juniper, Beyondtrust, Veeam, Veritas, Citrix LATAM, Nutanix, Quest, Infoblox, Sonicwall, Tenable,among others.Collaborate with our internal commercial team ensuring successful vendor and customer onboarding,while transferring knowledge across multiple areas.
EDUCATION
Florida International University
Bachelor of Business Administration (BBA), International Business
Universidad Iberoamericana
Bachelor of Business Administration (BBA), International Business
Florida International University
Master of Business Administration - MBA, International Business
ABOUT ELAINE MELISSA UREÑA
Business Operations savvy with over 10 years of experience in Sales & Finance Operations, Customer Service, and Advanced Logistics Centers (ALCs). My background is in Business Administration, International Business, effective collaboration in Corporate environments, and Lean Improvement Methodologies for office and warehouses. I am passionate about building continuous improvement processes into the organization\'s culture.I currently serve Technology Resellers located in Latin America and US Exporters selling to the LATAM market. I monitor and manage most of the operational customer journey (from customer onboarding to post sales support) for Ingram Micro Latin American Export Division. I drive operational excellence and positive customer experience by leveraging my communication, leadership, problem-solving, business management, and data analysis skills.
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