Abraham Merchan

Service Consultant (Lead)

Sana Commerce

2018 - Current (7 years 5 months)

Service Consultant's team lead, being the main point of contact for customers from the American continent, most of them from North America. The main responsibility as service consultant is to provide consultancy and support over our customer's webshops; the consultancy work is oriented to detect our customer's needs, collaborate on the solution's design for webshop's improvement and coordinate software development projects to implement the proposed solution and guarantee the fulfill of customer's need. Project management, IT/e-commerce support and upselling of new features and projects are part of the daily work. Achievements: • Creation of the service consultancy team for the América • Lead the regional service strategy

Project Manager

Primestone

2016 - 2018 (2 years 1 month)

Lead software implementation projects for the energetic sector on both national and international level. During the project's execution I coordinated several teams such as development, IT and Database (engines: Oracle and SQL), having a close contact with customers along the way with the objective of meeting the expectations of the projects and generating value towards our product. Achievements: • Strengthen, of commercial relationships with our Mexican customers. • Successful accomplishment of a high strategic relevance and complex project with a top Chilean customer.

Service Desk Analyst

Schlumberger

2014 - 2016 (2 years 1 month)

IT technical support for the globe, mainly the Americas in English and Portuguese; windows-oriented support for oil field and gas services related applications, networks, Windows, mobile applications, office tools and computer's performance. Achievements: Matching KPIs related to internal customer's service.

Recruiter

Sutherland

May 2012 - Oct 2012 (6 months)

Responsible for middle and high management profiles recruitment and selection processes campaign designs and execution. Also, I did support customer service bilingual agents' recruitment. Achieving al the goals within the campaign timeline.

Project Manager/Help Desk Support

E-Master

2012 - 2013 (1 year 1 month)

BH, Brazil Responsible for internal and external project's planning and execution, and to offer IT support to our customers as well. Achievements: • Responsible for the successful implementation of Dynamics CRM for the whole company • Digital TV scan project planning and execution in Russia and Brazil with a successful achievement of goals, budget, and timeline.

Abraham Merchan

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Abraham Merchan