Marcus Xavier Gomes
High Touch Operations Manager at Cisco
- Role
- High Touch Operations Manager at Cisco
- Location
- Chandler, AZ, US
- LinkedIn followers
- 500 followers
About Marcus Xavier Gomes
Success cases at Cisco
Experience
High Touch Operations Manager
Jan 2020 — Present
Responsible for establishing and maintaining key relationship with customers and partners at the executive and operational level.• Understanding customer business and its objectives to better meet their needs and expectations.• Acting on incident and problem management, engaging the adequate technical support to solve customer issues.• Educating customers and partners on support processes.• Implementing Key Performance Indicators (KPIs) to measure delivery quality and analyzing service support data.• Responsible to develop effective customer operational business reviews, improvement plans, operational trend analysis, customized reports and executive summary. • Increasing customer satisfaction level by delivering first-class technical support.
Education
Faculdade de Tecnologia Senac Rio
Degree in computer network management (equivalent to a BA in US), Tecnologia da Informação(TI)
2009 — 2011
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