Miller Rosas

Client Support Manager @Ideagen Maritime

Miami, FL, US

As the Client Support Manager, I oversee and manage a team of support agents, ensuring they are trained, motivated, and equipped to deliver exceptional technical support. I serve as the primary point of escalation for complex customer issues, driving timely and efficient resolutions. I collaborate with cross-functional teams, including product and engineering, to address and resolve recurring or systemic issues impacting customers.Key Achievements:Optimized support workflows, reducing average resolution time by 65%.Identified and resolved recurring issues, collaborating with product teams to introduce solutions that reduced support tickets by 40%.Established a feedback loop with product management, leading to the implementation of key feature enhancements based on customer insights.

DeVry University

Bachelor's degree, Computer Software Engineering

Ironhack

Web Development