Wilmer SAN MARTIN
Amsterdam,NH
Summary
Seasoned And accomplished professional with a robust background in operations management and customer relationship management. Demonstrates a fervent commitment to excellence, driving results through effective leadership and cross-functional collaboration. Proven track record of optimizing processes and successfully resolving high-level escalations. Renowned as an innovative leader adept at navigating fast-paced environments with a focus on sustained operational excellence. Well-qualified support professional with a positive and friendly demeanor. Strong attention to detail, effective communication skills and a solid history of tackling diverse and challenging requirements. And working in 24/7 uptime environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Bilingual Customer Support Specialist
Concentrix International Europe B.V
04.2022 - 03.2024
- Supported Nike Europe, managing daily supply chain inquiries in Spanish and English through chat
- Ensured smooth operations by effectively addressing and resolving customer queries.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Optimized use of support tools and resources to reduce waste and increase productivity.
- Improved customer retention with empathetic and efficient handling of support cases.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
EMEA Front & Back Office Operations Manager
Hewlett Packard INC
11.2017 - 05.2019
- Oversaw EMEA front and back office operations, managing a cross-functional team and coordinating internal services
- Successfully resolved high-level escalations and provided feedback for process simplification, contributing to operational efficiency.
- Accomplished multiple tasks within established times.
- Cross-trained existing employees to maximize team agility and performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Accomplished multiple tasks within established timeframes.
EMEA Operation Manager
Hewlett Packard INC
11.2014 - 10.2017
- Managed daily operations for EMEA Designjet business, overseeing nine partners and providing multilingual phone support
- Advised partners on TCE results and implemented technical training processes for improved performance.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed and maintained relationships with customers and suppliers through account development.
Operation Manager
Hewlett Packard Enterprise
11.2012 - 10.2014
- Oversaw remote phone support in six languages, providing crucial assistance to engineers and streamlining technical training processes
- Successfully led the transition of PL30 operation from Amstelveen to Barcelona, minimizing downtime and ensuring customer satisfaction.
Team Lead
Hewlett Packard Enterprise
09.2011 - 10.2012
- Led a 45+ member team as Team Lead for technical, front, and back-office support for DesignJet printers
- AintainCoordinated duties and m positive professional relationships, improving collaboration across cross-functional teams.
Contact Service Agent
Teleperformance
09.2004 - 08.2011
- Communicated with customers and resolved technical issues for multiple companies, including Canon, Sharp, and HP
- Collaborated with cross-functional teams and management to ensure effective problem-solving.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Managed high call volumes of approximately forty calls while maintaining excellent customer service standards for prompt issue resolution.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Technical Accounting Degree -
Arcus College
Maracaibo, Venezuela10.2003
Accounting & Finance Degree -
Technical School - Jose Francisco Duarte
Maracaibo, Venezuela10.1999
Skills
- Operations coordination
- Operational Efficiency
- Fleet Management
- Planning and coordination
- Process Planning
- Logistics Management
- Process Documentation
- Teamwork and Collaboration
- Problem-Solving
- Problem-solving abilities
Certification
- HPI Lean Six Sigma Yellow Belt
- Digital Product Management & Strategy Certificate
Languages
Spanish
Proficient
C2
English
Proficient
C2
Dutch
Advanced
C1
Currentactivity
Doing now google data Analytics course
Timeline
Bilingual Customer Support Specialist
Concentrix International Europe B.V
04.2022 - 03.2024
EMEA Front & Back Office Operations Manager
Hewlett Packard INC
11.2017 - 05.2019
EMEA Operation Manager
Hewlett Packard INC
11.2014 - 10.2017
Operation Manager
Hewlett Packard Enterprise
11.2012 - 10.2014
Team Lead
Hewlett Packard Enterprise
09.2011 - 10.2012
Contact Service Agent
Teleperformance
09.2004 - 08.2011
Technical Accounting Degree -
Arcus College
Accounting & Finance Degree -
Technical School - Jose Francisco Duarte
- HPI Lean Six Sigma Yellow Belt
- Digital Product Management & Strategy Certificate
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