Eduardo Jose Ponce Rosales

Eduardo Jose Ponce Rosales

About

Detail

B2B Customer Success Engineer | Customer Success Specialist | Technology Industry Professional | Data-Driven Analyst |
Buenos Aires, Argentina

Timeline

work
Job
school
Education
folder
Project

Résumé

Jobs verified_user 0% verified
  • Alignment Health
    Customer Experience Specialist
    Alignment Health
    Sep 2024 - Current (2 years)
    Explained health plan procedures, benefits, and services to members via phone and in-person. Managed member requests, including provider changes, transportation needs, and other support requests. Ensured timely response to all incoming member calls in accordance with departmental guidelines. Documented each call with relevant details, such as caller information, purpose, actions taken, and resolution. Addressed member complaints and grievances following established policies to achieve satisfactory resolution. Assisted with retention efforts by managing dis-enrollment or cancellation requests. Supported member outreach programs and initiatives as required. Maintained high standards of customer service, promoting a positive and helpful approa
  • Zebra Technologies
    End to End Customer Experience Specialist, LATAM
    Zebra Technologies
    Apr 2017 - Apr 2021 (4 years 1 month)
    As a Customer Experience Specialist for the South Latin America region, strong B2B client relationships were cultivated and nurtured post-sales and services, ensuring alignment with the company's customer satisfaction standards. Played a crucial role in driving business growth, enhancing service quality, and supporting sales efforts through strategic and innovative approaches. Key Responsibilities: • Account Management: Acted as the primary contact for clients post-sales, ensuring high satisfaction and alignment with company standards. • Internal Collaboration: Coordinated with internal stakeholders to develop and implement strategies that exceeded SLAs and KPIs, enhancing service quality. • Training Delivery: Conducted training sessions fo
  • Etelix
    Network Operations Center Leader
    Etelix
    Mar 2016 - Sep 2016 (7 months)
    • Led and mentored a team responsible for analyzing VoIP services and promptly detecting faults, ensuring uninterrupted service delivery for clients. • Developed and implemented proactive strategies to streamline case management and enhance the efficiency of case-tracking processes, resulting in improved response times and customer satisfaction. • Generated detailed reports on server tracking and quality monitoring, providing actionable insights to optimize network performance and meet service level agreements. • Spearheaded the development of both internal and external performance reports, facilitating transparency and accountability within the team and fostering trust with stakeholders. • Orchestrated team efforts to achieve key performan
  • Etelix Group
    Failure Attention Analyst Senior
    Etelix Group
    Aug 2015 - Mar 2016 (8 months)
    • Technical tests, analysis of VOIP protocol and detection of faults in telephone lines. • Issuance of operational reports to monitor and improve service delivery. • Technical support to retail and wholesale customers. • Quality of service analysis and optimization based on KPI analysis. • General platform and services monitoring for ingresses assurance and quality of service. • Ticket care claim.
  • Zed
    Content Analyst
    Zed
    Apr 2015 - Aug 2015 (5 months)
    • Content Management: Assist in the sourcing, production, and delivery of mobile content for SMS, WAP, WEB, IVR, and telco MVAS products. • Customer Service: Provide excellent customer service and technical support to ensure a positive user experience. • Database Management: Maintain and manage content databases to ensure accuracy and up-to-date information. • Project Coordination: Utilize Jira to track and manage tasks, ensuring timely delivery of projects and effective communication among team members.
  • Maersk Drilling
    Information Technologies Support
    Maersk Drilling
    Aug 2014 - Sep 2014 (2 months)
    • Equipment Maintenance: Regularly maintain and monitor computers and technology equipment. • Technical Support: Provide remote and on-site technical support to resolve hardware, software, and network issues. • Systems Management: Manage internal systems and networks for security and efficiency. • Troubleshooting: Diagnose and solve technical problems to minimize downtime. • User Assistance: Assist employees with IT-related issues. • Documentation: Keep accurate records of technical issues and resolutions. • IT Projects: Support IT projects like system upgrades and new technology implementations.
  • Advance Studio Creativo
    Junior Logo and Publicity Designer
    Advance Studio Creativo
    May 2011 - Aug 2012 (1 year 4 months)
Education verified_user 0% verified
  • EducacionIT
    Excel Business Intelligence, Technology in business management/Data processing
    EducacionIT
    Jan 2019 - Dec 2019 (1 year)
    Learn about tools, online services, and features to collect and organize data. Help companies manage their information through visualizations and trend detection.
  • C
    English Language, Mid Level
    Centro Venezolano Americano del Zulia CEVAZ
    Jan 2007 - Current (19 years 8 months)
  • Universidad Rafael Belloso Chacín
    Electronics Engineer, Telecommunications
    Universidad Rafael Belloso Chacín
    Jan 2007 - Dec 2014 (8 years)
Projects (professional or personal) verified_user 0% verified
  • C
    Customer Case Tracking & Documentation Optimization
    Jan 2025 - Current (1 year 8 months)
    • Maintained accurate documentation of customer interactions, requests, and resolutions • Ensured consistent tracking of cases to support follow-up and accountability • Identified gaps in documentation practices and suggested improvements for better visibility • Contributed to more organized customer data and improved internal coordination
  • C
    Customer Support Workflow Optimization
    Sep 2024 - Current (2 years)
    • Identified opportunities to improve CRM workflows by analyzing how customer requests and escalations were being tracked and managed • Suggested enhancements to case documentation and follow-up processes to improve visibility and consistency across interactions • Contributed ideas to streamline communication between teams and reduce delays in issue resolution • Focused on improving efficiency, accuracy, and overall customer experience through better use of CRM tools
  • C
    Customer Onboarding & Training Support
    Aug 2019 - Current (7 years 1 month)
    • Delivered training sessions to customers and partners on tools, services, and processes • Translated technical concepts into simple explanations for non-technical users • Supported onboarding by helping customers understand service scope and expectations • Contributed to improved adoption and stronger customer relationships
  • C
    Complex Customer Issue Resolution (Contract Serialization Case)
    Feb 2019 - Current (7 years 7 months)
    • Took ownership of a critical customer issue involving a 3-year unserialized service contract • Coordinated between customer and internal teams to align device data and contract information • Facilitated follow-ups and communication across stakeholders to move the process forward • Helped resolve the issue within weeks, improving customer trust and enabling continued business
  • T
    Training Program Redesign & Optimization
    Mar 2016 - Current (10 years 6 months)
    Redesigned the onboarding and training manual for new hires, improving structure, clarity, and practical usability Reduced training duration from 5 days to 3 days by streamlining content and focusing on role-specific scenarios Introduced real-case examples to help new team members integrate faster into operational responsibilities Delivered training sessions and supported onboarding of new hires, improving ramp-up time and overall readiness Contributed to improved team performance and was promoted to a supervisory role shortly after implementation