Samantha Carrillo Guzmán
Resumen profesional
I am a professional who strives to ensure customer satisfaction at all times. I have extensive professional experience and a solid understanding of the industry. I am comfortable working both as part of a team and independently, depending on the needs of the organization. I am always looking to provide my skills and looking develop my skills to ensure the success of the company.
Datos destacados
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Experiencia
Customer Service Delivery Manager
QAD Mexicana
Guadalajara, Jalisco
2022.02 - 2026.05
- First point of contact for a client portfolio.
- Provide a focal interface to QAD Cloud Operations customers to ensure optimized and excellent service.
- Responsible of customer satisfaction by providing operational service, projects and action plans around customer escalations.
Production Support Specialist And TO Delegate
IBM
Guadalajara, Jalisco
2020.11 - 2022.02
- Provided application production support by updating and upgrading certificates in a timely manner, gathering information researching and providing analysis to resolve production issues.
- Designed production support documentation and ensure applications security.
- Fostered the relationship between business, infrastructure and application teams.
Product Support Analyst
Infor Global Solutions
Mexico City, Mexico
2018.08 - 2020.11
- Provided support for Infor LN ERP tailored for discrete manufacturing by tracking and follow major and production outage incidents and by testing issues.
- Conveyed customer feedback to the product development staff after analysis, testing and troubleshooting.
- Primary support liaison between the company and the customer in a highly team oriented and global environment.
BCS Patching Coordinator
Softek
Zapopan, Jalisco
2017.07 - 2018.08
- In charge of negotiations with customers, monthly planning meetings to increase productivity and to plan resource capacity.
- Performed business analysis and tracking process activities such as quarterly scope and resource designation to every customer involved in the project.
Formación
Master In Business Administration - Talent Orientation
Universidad del Valle de México
Zapopan, Jalisco 2020.09 - 2022.06
Industrial Engineering - Systems Administration
ITESM
Guadalajara, Jalisco 2013.08 - 2017.12
Enfatiza tus habilidades clave
- Pagerduty
- Jira
- Critical thinking
- Team work
- Problem solving
- Leadership
- Customer oriented
- Adaptability
- Time management
Languages
Spanish
Nativo
C2
English
Avanzado
C1
Portuguese
Intermedio
B1
Diplomas
- Lean Heath Care Certificate (ITESM, Guadalajara Campus | January 2017 - December 2017)
- Accreditation Board for Engineering and Technology Certificate (ITESM, Guadalajara Campus | December 2017
- Lean Six Sigma Black Belt Certificate (Lean Six Sigma Institute | December 2017 - June 2018)
Cronología
Customer Service Delivery Manager
QAD Mexicana
2022.02 - 2026.05
Production Support Specialist And TO Delegate
IBM
2020.11 - 2022.02
Master In Business Administration - Talent Orientation
Universidad del Valle de México
2020.09 - 2022.06
Product Support Analyst
Infor Global Solutions
2018.08 - 2020.11
BCS Patching Coordinator
Softek
2017.07 - 2018.08
Industrial Engineering - Systems Administration
ITESM
2013.08 - 2017.12