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Juan Ignacio Gomez

Juan Ignacio Gomez

IT Customer Service | CX Strategy | English

Tecnología / Internet

Alicante, Alicante

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Sobre Juan Ignacio Gomez:

I am a highly driven customer success professional with over a decade of experience in client onboarding, digital transformation, and IT solutions across diverse sectors, including public services, supply chain, and cybersecurity. I specialize in building strong client relationships by tailoring onboarding processes to meet specific needs, ensuring seamless integration into platforms and systems. My passion for customer satisfaction and problem solving has been pivotal in driving retention and long-term partnerships, with a keen focus on aligning business objectives with technological solutions. With expertise in managing global accounts and cross-functional teams, I thrive in high-paced, remote work environments.

Experiencia

IBG Illice Brands Group - IT Customer Service Planner 
June 2024 - Present (4 months) Responsible for providing technical support and IT solutions to enhance the automation of Customer Service department activities, aiming to achieve excellence in customer experience. Implementing and optimizing technological tools to ensure the efficiency of internal processes and effective integration of CRM, ERP, and other relevant platforms. 

Group-IB - Customer Service Manager - Europe/LATAM 
November 2022 - March 2024 (1 year 5 months) Netherlands Working in brand protection, leading customer communication to understand their needs, goals and challenges. Translating business requirements into clear and concise functional specifications for technical teams to modernize their control systems. Oversight of equipment loading, deliverables and customer feedback. Collaboration with project management, process flows, use cases and user stories.

Verne Technology Group - Customer Support Specialist 
March 2021 - November 2022 (1 year 9 months) Alicante, Comunidad Valenciana / Comunitat Valenciana, España Managed and coordinated the network, systems, and cybersecurity team using the Jira suite. Developed and planned a hierarchical model based on experience levels and incident complexity (N1-N2-N3). Provided recommendations for process enhancements and supported their implementation. 

Zetes - Team Leader 
November 2013 - February 2021 (7 years 4 months) Specialized in leading systems' optimization for international supply chain processes. Managed customer relationships, quality monitoring, and technical issue resolution through a dedicated team. Actively involved in system testing, user acceptance testing, and solution validation.

Educación

IES Poeta Paco Molla - CFGS Computer and Information Sciences and Support Services 
(2009 - 2011) 
IES Poeta Paco Molla CFGM Computer and Information Sciences and Support Services 
(2007 - 2009)

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