Pamela Zamora Polito
About
Detail
Technical Support and Incident Commander
Mexico City, Mexico
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work
Full-time jobs
Starting at
USD5/hour
Résumé
Jobs
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Incident and Escalations ManagerSamsaraJan 2024 - Current (2 years 8 months)As an Incident and Escalations Manager, I was responsible for overseeing incident management processes, ensuring effective customer relationship management, and providing exceptional customer support. My role involved problem-solving to address client issues promptly and efficiently, ultimately leading to successful deal closures. I collaborated closely with the Sales team to resolve challenges and facilitate the closing of deals, leveraging my understanding of sales strategies to enhance the customer experience throughout the entire cycle—from pre-sale to post-sale. This comprehensive approach not only strengthened client relationships but also contributed to a seamless transition during the sales process, ensuring customer satisfaction an- WDigital Technical Support EngineerWARNER BROS DISCOVERY HBOApr 2020 - Current (6 years 5 months)- Manage L2 Customer Support area for HBO Go. o Drive to mitigation high priority issues on global streaming apps, as incident commander. o Troubleshoot, trigger incident management process and facilitate retrospective meetings. o Data-driven incident analysis. o Improve Incident Management Program.
- Digital Services SpecialistTelefónica MovistarApr 2016 - Apr 2017 (1 year 1 month)o Post-launch support on OTT services integrations. o Manage the relationship between technical, commercial, local, regional and global teams
Education
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- Big Data Telefonica's ProgramInstituto Tecnológico Autónomo de MéxicoMar 2017 - Feb 2018 (1 year)
- Bachelor of Business and Information Technology EngineeringTecnologico de MonterreyAug 2011 - Dec 2015 (4 years 5 months)
Awards
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