Kevin Aguilar

As a Service Support Manager I'm dedicated to operational, reporting, administrative support, and delivery data management . I'm in charge of preparing and sending weekly and monthly operational metric reports for account teams. This role also includes order form coordination between account teams and Global Business Practice Team.

This position involves Monthly operational program reviews for large customers, FinancialForce/Salesforce record creation and management based on standard operating procedures and SQL queries.

• Evaluated effectiveness of marketing initiatives by tracking metrics such as response rates, conversion rates, and ROI.
• Optimized lead nurturing processes through personalized follow-ups with prospects at various stages of the sales funnel.
• Identified new business opportunities by researching market trends and competitor analysis.
• Provided ongoing support to sales team members, offering guidance on best practices for closing deals and achieving targets.
• Worked closely with other departments such as solutions architects, Project Managers, Scrum masters and design leads in order to provide visibility to our customers using Agile methodology.

• Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
• Schedule meetings with customers in order to understand their business needs and interests, and based on this information, recommend Google Solutions like Cloud Storage, Compute Engine, Cloud SQL, BigQuery, etc
• Mentored junior sales representatives, providing ongoing coaching to improve their performance.
• Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
• Maintain an open channel of communication with cross-functional team members alike, including Googlers from Engineering, Product Management, and Technical Account Management.

• Support businesses, universities and governments using Google for Work products in their organizations by providing solutions to challenging technical issues and optimizing the G Suite experience.
• This position required to engage both technical and customer service skills to troubleshoot the most complex technical problems, respond to product-related questions and help to resolve concerns of G Suite product users.
• Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
• Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Experience delivering technical solutions through one-to-one communication over email and phone, effective prioritization, data analysis, and dedication providing a world-class customer experience.

• Worked as a Customer Care representative for Latin america, Caribbean and USA providing assistance after-sales. I assisted customers with billing requests, logistics, etc.
• Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
• Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
• Maintained a high level of product knowledge to provide accurate information and support to customers.