Paola Romero
About
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Service Delivery Manager at Kaseya | Strengthening Client Partnerships, Enhancing Customer Experience, and Optimizing Service Delivery Operations
Florida, United States
Résumé
Jobs
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Service Delivery ManagerKaseyaOct 2025 - Current (1 year)Responsibilities
• Manage a portfolio of MSP partners and act as their primary point of contact
• Lead monthly governance calls, review SLAs, backlog, ticket trends, and service performance
• Oversee escalations and coordinate solutions with Help Desk, engineering, and operations
• Improve workflows through documentation, routing rules, IT Glue updates, and ticket audits
• Support onboarding and workflow alignment for new partners
• Analyze ticket data to identify gaps and recommend process improvements
• Maintain consistent, proactive communication to ensure a positive client experience
Key Achievements
• Stabilized multiple partner relationships through improved communication and alignmen- Customer Service ApprenticeKaseyaOct 2024 - Current (2 years)Customer Service Apprentice with a strong focus on service delivery excellence. I am dedicated to providing outstanding support to Service Delivery Managers while ensuring efficient and effective service processes. My role involves actively listening to needs, reporting issues, and collaborating with team members to enhance the overall customer experience. I am eager to learn and apply best practices in service management to contribute to the success of the organization.
- Administrative ProfessionalKaseyaFeb 2023 - Oct 2024 (1 year 9 months)Assisting customers, clients, or visitors by providing information and directing inquiries to the appropriate department. Ordering and maintaining office supplies and equipment. Managing and responding to emails, handling phone calls, and routing messages to appropriate personnel.
- Medical AssistantADVANCED DERMATOLOGY AND COSMETIC SURGERYJul 2021 - Feb 2023 (1 year 8 months)Responsibilities
• Assisted physicians with dermatology and cosmetic procedures
• Managed patient intake, vitals, chart updates, and clinical documentation
• Educated patients on post-care instructions and treatment plans
• Coordinated referrals, prior authorizations, and insurance verification
• Maintained accurate EMR/EHR updates and supported clinical workflow
Key Strengths
• Delivered clear patient communication and support in a fast-paced clinic
• Developed strong healthcare operations, compliance, and documentation skills - Front Desk ReceptionistADVANCED DERMATOLOGY AND COSMETIC SURGERYAug 2020 - Jun 2021 (11 months)-Handle incoming referrals and create new appointments. -Greeted patients and checked in patients -Managed front desk while selling company-made products.
- LifeguardUNIVERSAL STUDIOSMay 2018 - Jan 2019 (9 months)-Watched waters and guest to prevent accidents -Assisted guest get on and off the rides safely -Kept guests entertained while they were waiting to get on rides.
- LifeguardUNIVERSAL STUDIOSMay 2018 - Jan 2019 (9 months)-Watched waters and guest to prevent accidents -Assisted guest get on and off the rides safely -Kept guests entertained while they were waiting to get on rides.
- Sales AssociateNikeJul 2017 - Aug 2020 (3 years 2 months)-Greeted customers and assisted them with a better shopping experience -Organized sections and restocked in missing merchandise -Sold merchandise as well as helped customers order merchandise online.
- Sales AssociateNikeJul 2017 - Aug 2020 (3 years 2 months)-Greeted customers and assisted them with a better shopping experience -Organized sections and restocked in missing merchandise -Sold merchandise as well as helped customers order merchandise online.
- ReceptionistGreat Clips IncDec 2015 - Jun 2017 (1 year 7 months)-Greeted and scheduled clients for appointments. -Managed to keep the salon clean and stocked with products. -Assisted in the sales of products available in the salon.
Education
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- Project ManagementCourseraJan 2022 - Current (4 years 9 months)