Ivan De Marchena

Primary customer contact responsible for identifying and pursuing new business opportunities as well as implementing quality service improvements focused on surpassing customer’s expectations and achieving customer satisfaction through the recommendation of standardized support and operational processes aimed to achieve increased revenues and cost efficiencies.

Provided customer care expertise to ensure the delivery of world-class technical support and consistently achieve superior customer satisfaction ratings. Supervised 21 direct reports and ensured daily operations complied with customer support service level agreement (SLA). Ensured quick yet accurate issue prioritisation, escalation, and resolution. Developed and carefully managed $900,000 organisational and departmental budgets to allow all projects proper funding without any overages.

Entrusted to fill simultaneous positions managing commercial relationship with a strategic international partner while supervising customer service centers for external customers in Latin America and Japan. Worked closely with external business partners and clients, providing productivity and operational support to help achieve $2.42 million in annual revenue. Directed customer service center supporting strategic and elite customers in 5 countries, global distributors, and vendors.