Sergio Octavio Ruiz Martínez Customer Success

Customer Success Agent – Customer Experience Group (Advocacy)

Zendesk

Aug 2023 - Feb 2026 (2 years 7 months)

Triage, resolution and follow-up for customers with a ticket system from Zendesk. Starting a new Knowledge Base for the area. Manage of the Renewals quotes, invoices and contracts under $12,000.00 dls.

IT Team Lead, IT Operations, Service Desk MX

DSV Global Transport and Logistics

Jul 2022 - Aug 2023 (1 year 2 months)

Team Lead with 8 agents under my lead. Resolution and follow-up with a ticket system for DSV employees and customers. Queue Manager, dispatching all the unassigned tickets to all the MX agents (AMER Region). Attend communication channels (phone and chat). Unify the Handle Backlog Process for all the agents (Manila, Warsaw and Mexico). Scrubbing all the tickets.

S

Technical Support Lead / Materials Resources & General

Sindicato Nacional de Trabajadores de la Educación SNTE Materials Resources and General Services

Nov 2015 - Feb 2022 (6 years 4 months)

Participation in Nacional Materials Resources developing administrative activities (billing, logistics and events coordination, inventory and warehouse). IT for computers, printers, cellphones, networks, supervising installations, developing badging program, facilities renovation, development and implementation of user manuals.

D

IT Manager

Dentarium

Nov 2014 - Nov 2015 (1 year 1 month)

Maintenance, updating, improvement and optimization of computer equipment in office. I played the role of Community Manager of the office.

C

Calibration Technician

Centrode Validaciones y Calibraciones de México C.V.C

Jul 2011 - Jul 2012 (1 year 1 month)

Technician in humidity, temperature, mass and Pressure Area Manager. Analyzing reports for National Audits in all the areas.

Sergio Octavio Ruiz Martínez

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