Jorge Cateriano

WORK HISTORY

EDUCATION

SKILLS

ABOUT JORGE CATERIANO

Leading, Scaling and Optimizing IT Services to Deliver a Competitive AdvantageAs a business leader and builder of world-class service delivery organizations, I have taken turnarounds and start-up operations in the US and abroad to positions of operational excellence, industry dominance and sustained profitability. Energized by creating teams and environments of collaboration, accountability, and excellence I have built a powerful record of success for consistently improving the customer experience while growing revenues. I have managed high complexity IT Operations and technical support centers using diverse SaaS offerings and platforms. I am ideally suited for leadership roles in companies seeking to expand their global presence. Fluent in English, Spanish and Portuguese.GLOBAL START-UPSScaled a new Salesforce service offering globally and evolving product and delivery capabilities at Cisco with early success running a 24x7 Network Operations Center.REVENUE GROWTH THROUGH A FOCUS ON CUSTOMER SUCCESS→ Delivered 36% YoY growth in services revenues and 120% YoY in premium services revenue growth at Salesforce. Grew YoY Cisco services revenue in the Americas 3% to over a billion dollars and premium services revenue 18%. Grew Cisco’s emerging markets YoY services revenue 7% YoY and premium services revenue 20%.SCALING ORGANIZATIONS TO IMPROVE PRODUCTIVITY→ Scaled Salesforce’s Delivery Organizations and improved customer support by employing a swarm approach. Influenced IT to develop cloud-based tools that fueled a 28% gain in productivity.REALIGNING TEAMS TO IMPROVE SERVICE DELIVERY→ Transformed Cisco’s service provider support engagement model by building solution teams relevant to Service Provider technologies. Employed a consolidated approach that increased customer satisfaction by.5 in the first six months to world-class levels of 4.72.