Fabian Laguna
Madrid
Summary
Experienced Service Delivery Manager with a proven track record managing complex projects and enhancing service delivery processes. Skilled in building and leading high-performing teams to achieve strategic objectives and maintain exceptional service standards. Demonstrates expertise in problem-solving, stakeholder management, and driving customer satisfaction improvements.
Overview
9
9
years of professional experience
Work History
Service Delivery Manager
Percona
Madrid
01.2022 - Current
- Directed multiple customer projects, coordinating with internal teams to meet deadlines, and ensuring customer satisfaction, resulting in a consistent renewal rate of over 95%.
- Led internal team initiatives and projects, such as a tech committee, to leverage technical knowledge and the beta implementation of new products.
- Detected growth opportunities, which culminated in closing new deals for total revenue of over $500,000 (USD)
- Handled escalations and complaints, maintaining an NPS of over 65
- Served as the primary point of contact for customers, ensuring seamless communication and resolution of issues.
Customer Success Manager
Outbuild
Santiago
06.2019 - 01.2022
- Managed pre-sales activities to meet customer requirements, significantly improving key metrics like NPS, and CSAT.
- Implemented new tools and initiatives to successfully track and improve key metrics such as NPS, CSAT, NRR, MRR, ARR, and Churn.
- Enhanced customer satisfaction and product engagement, resulting in significant improvements.
- Proposed and leaded the development of new features to enhance product offerings.
- Contributed to revenue growth through strategic planning and successful acquisition of new clients.
- Crafted targeted campaigns resulting in successful customer acquisition.
Data Analyst
ChilePost
Viña Del Mar
05.2018 - 05.2019
- Led the data analysis team, enhancing measurement accuracy by 12% through innovative analytical solutions.
- Analyzed data to highlight potential errors in measurement and reduced overall error rate by over 50%
- Created efficient solutions for constant data analysis and report generation.
- Designed analytical tools providing insights to VPs and customers.
- Managed client interactions efficiently.
Project Engineer
Hafran Caribe
Punto Fijo
11.2015 - 01.2018
- Conducted thorough reviews of blueprints and specifications, ensuring project accuracy and efficiency from commencement to completion.
- Researched feasibility, design and performance of structures
- Prepared estimates and budgets.
- Performed quality assurance checks on all deliverables prior to submission.
- Analyzed design or requirement information for projects
Education
Certification - Data Science
Coursera
Chile06-2023
Bachelor of Science - Construction
Francisco De Miranda National University
Falcón, Venezuela12-2016
Skills
- Customer Relationship Management (CRM)
- Leadership
- Project management and execution
- Inter-department collaboration
- Conflict Resolution
- Strategic planning
- Solutions development
- Data Analytics
- Operational Efficiency
- Team Development
Affiliations
- Guitar player
- Trekking and outdoor activities
- Swimming
- Travelling
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Service Delivery Manager
Percona
01.2022 - Current
Customer Success Manager
Outbuild
06.2019 - 01.2022
Data Analyst
ChilePost
05.2018 - 05.2019
Project Engineer
Hafran Caribe
11.2015 - 01.2018
Certification - Data Science
Coursera
Bachelor of Science - Construction
Francisco De Miranda National University
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