Axel

Experiencia demostrada en GoToMyPC.

Experiencia demostrada en LogMeIn Pro.

Experiencia demostrada en LogMeIn Central.

Experiencia demostrada en GoToMeeting.

Successfully led renewal projects for corporate accounts, achieving a retention rate of over 90%, increasing revenue by $10,000 per month, Attained outstanding rNPS scores, ensuring high levels of customer satisfaction and loyalty, Recovered key accounts through the renewal and recovery of expired contracts, increasing revenue by 15%, Implemented strategies to optimize license overages in accounts, improving resource efficiency and reducing customer costs, Conducted effective cross-sales, identifying opportunities for expansion within existing accounts, Anticipated and resolved issues related to license usage in long-standing accounts, offering strategic discounts to maintain long-term relationships, Managed client meetings at a high level to review accounts, coordinate solutions, and negotiate terms, Supervised outbound operations and back-office support, ensuring smooth communication and customer service processes, Promoted the use of self-help articles to empower customers in resolving technical issues independently, reducing support response times

IAM Analyst (Identity and Access Management) with solid experience managing and providing technical support for LastPass, GoToMyPC, and LogMeIn Pro, Responsible for administering identity and access management solutions, ensuring information security through the implementation of multi-factor authentication policies, access control, and secure password management, Provided specialized technical support, addressing incidents related to authentication, remote access, and corporate account management, Skilled in troubleshooting, implementing security enhancements, and optimizing the use of these tools to improve operational efficiency for users, Mentor during 3 months, meaning I helped train the new 'waves' that came in, Helping them learn all the skills they would need and be there for extra assistance while they were helping their first customers, Customer retention: offering deals and offers to customers that had a bad experience so they would stay within the company, Trying to figure out the root issue that was causing the problem in order to improve, Technical support: many different issues such as remote support covering software and hardware issues, providing resolutions when it came to network outages, checking tower signals, I message, multimedia message not being able to be sent, issues downloading and uploading apps/music/videos, troubleshooting apps, installing apps, setting up a phone, fixing bad wireless signal, resetting a phone, managing IPs, Sales: during each call trying to offer either adding a new line, upgrading their phones, buying any type of equipment based on their needs or getting a better plan, Retail support: helping customers while they were on-site with an actual employee, but we had different tools to help, Financial care: working with customers so they could get their account up to date, compromising on payments and setting up payment arrangements