Juan I.

Manager, Technical Support @Patelco Credit Union

Dublin, CA, US

Lead and manage a high-performing team of 10 technical support specialists, including onsite employees and nearshore contractors, ensuring operational excellence and high customer satisfaction.Foster a collaborative team environment by conducting regular one-on-one meetings, providing mentorship, and developing individualized growth plans for team members.Inspire team accountability and excellence, consistently maintaining top SLA performance across all technical teams.Develop and implement strategies to optimize technical support processes, improving efficiency and service quality.Act as a key liaison between technical support and cross-functional teams to address systemic IT challenges and drive solutions.Establish comprehensive QA processes to ensure service consistency, resulting in improved customer satisfaction survey scores.Oversee end-user device management across 39 locations, maintaining security, compliance, and seamless operation.Proactively lead project initiatives, ensuring deadlines are met and deliverables exceed expectations.Champion a culture of exceptional customer service, ensuring the team is equipped to handle escalations with professionalism and technical expertise.