Marco Avila
Customer Experience (CX) Strategy & Operations Leader | Cybersecurity & Technology
- Role
- Senior Support Manager at Fortinet
- Location
- Fort Lauderdale, FL, US
- LinkedIn followers
- 500 followers
About Marco Avila
Dynamic and results-driven Customer Experience and Operations leader with nearly 20 years of expertise transforming technical support and service organizations across North and Latin America. Proven track record of designing and executing CX strategies that improve customer satisfaction, operational KPIs, and team performance. Recognized for building high-performing teams, leading complex escalations, and fostering cross-functional collaboration to deliver exceptional customer experiences.
Experience
Senior Support Manager
Feb 2023 — Present · Sunrise, FL, US
Led Customer Support and Experience operations for Latin America, directing teams of 90 engineers and 7 managers across Miami, Mexico, Colombia, and Brazil.Successfully executed a region-wide turnaround initiative, restoring all core CX and operational KPIs within 2 months.Partnered closely with Product, Pre-Sales, Post-Sales, and Development to resolve critical escalations and enhance the end-to-end customer journey.Spearheaded process improvements to increase customer satisfaction and loyalty across enterprise accounts.
Education
Swansea University / Prifysgol Abertawe
Master of Science - MS, Business Administration and Management, General
2011 — 2012
Universidad del Valle de México
Bachelor's degree, Telecommunications Engineering
2002 — 2006
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