Fabian Laguna
Madrid
Summary
Experienced Service Delivery Manager with a focus on enhancing efficiency and boosting team productivity through strategic planning. Skilled in stakeholder management and process improvement, consistently driving positive outcomes for internal and external stakeholders. Demonstrated success in optimizing service delivery processes to exceed organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Percona
01.2022 - Current
- Elevated customer satisfaction through streamlined onboarding, transparent system health reports, and successful project management. Addressing technical challenges promptly and identifying sales opportunities fueled business growth.
Customer Success Manager
Outbuild
06.2019 - 01.2022
- Boosted NPS by 25 points and achieving 45% product adoption growth. Owned key KPIs, enhancing CSAT and revenue retention. Led product innovation, drove strategic business development for revenue growth, and crafted impactful marketing campaigns, elevating brand visibility and customer acquisition.
Data Analyst
Chilepost
05.2018 - 05.2019
- Led on-site operators, improved overall accuracy from 83% to 95%, and conducted precise measurements. Developed automated tools, created dashboards, and reports, enhancing data accessibility. Managed customer relationships, ensuring satisfaction through effective analysis and reporting.
Education
Civil Engineer degree -
Universidad Nacional Experimental Francisco de Miranda
Skills
- Project planning
- Critical thinking skills
- Customer satisfaction
- Case documentation
- Communication
- Drive technical and business success
- Proactive and self-motivated
- Client relationship management
- Organization
- Data analytics
- Incident investigation
Certification
- Data Science certification by IBM School - June 2023
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Service Delivery Manager
Percona
01.2022 - Current
Customer Success Manager
Outbuild
06.2019 - 01.2022
Data Analyst
Chilepost
05.2018 - 05.2019
Civil Engineer degree -
Universidad Nacional Experimental Francisco de Miranda
Similar Profiles
Fabian LagunaFabian Laguna
Service Delivery Manager at PerconaService Delivery Manager at Percona
Jennifer BluthJennifer Bluth
Customer Success Manager at PerconaCustomer Success Manager at Percona
Lilit AbgaryanLilit Abgaryan
Customer Service Manager at Clean-home.esCustomer Service Manager at Clean-home.es
Ivanka DirimanovaIvanka Dirimanova
Senior Sales Manager at RevolutSenior Sales Manager at Revolut
SILVIA CASTRO GONZÁLEZSILVIA CASTRO GONZÁLEZ
OFFICE MANAGER at B&B HOTELSOFFICE MANAGER at B&B HOTELS