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Misael Soltero
Support Manager @Orion Innovation
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WORK HISTORY
Support Manager @Orion Innovation
Guadalajara, MX
Oversee support operations, achieving a 95% customer satisfaction rate by leading a high-performing team.• Established and lead the first remote support team in Mexico, enhancing regional capabilities.• Analyzed support trends and implemented process improvements, reducing resolution time by 20%.• Ensured adherence to SLA targets through comprehensive quality control reviews and incident management.• Implemented and maintained comprehensive documentation frameworks to support delivery consistency.• Drive cross-functional collaboration between DB, Support, and Development teams to streamline operations.• Mentored and evaluated team members to foster career growth and leadership skills.• Monitoring daily operation progress and status.
EDUCATION
Universidad de Guadalajara
Bachelor's Degree, Information Technology
SKILLS
ABOUT MISAEL SOLTERO
Experienced Support Operations and Applications Manager with 12+ years of success leading global teams, driving service excellence, and aligning technical support functions with strategic business goals. I bring proven expertise in building and mentoring high-performing teams, implementing data-driven process improvements, and consistently exceeding SLA and performance targets.Throughout my career at leading organizations such as Orion Innovation, Oracle, UST, EPAM Systems, DXC Technology, HP and Tata Consultancy Services, I have overseen complex environments, managed executive-level escalations, and delivered resilient support strategies that elevate customer satisfaction. My leadership style emphasizes servant leadership focusing on the team but also on adaptability, collaboration, and a customer-first culture, ensuring operational efficiency and exceptional service outcomes.Bilingual in English and Spanish, I excel in cross-functional collaboration and stakeholder engagement, bridging technical and business priorities to deliver measurable impact. Recognized for instilling trust, optimizing processes, and fostering team growth, I am committed to transforming support operations into strategic enablers of business success.
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