Manuel Acosta

Work History

Work History
Jul 2007 - Present

Service manager

LG Electronics Panamá S.A

Define estrategies to improve technical service network. Provide support to Sales team by improving end user satisfaction

Aug 2006 - Jun 2007

Cooperation Manager

Huawei Technologies

Sub-contractor relationship management in telecommunication projects (wireless, core network, access network, optical network). Focus on customer satisfaction by assuring on time service delivery and quality, according with requested scope of works. Establish long term alliances with sub-contractors, and define guidelines in cooperation business. Responsible for monitoring subcontractors’ performance, assuring that projects’ requirements are fulfilled properly. Accountable for controlling cooperation expenses in projects, cooperators’ training and certification in Huawei’s products. Help Project and Product Line Managers to deal with service deliveries that require subcontractor manpower. Lead service procurement processes for Technical Service Department (Purchase requisitions, purchase orders and payment requests).

Sep 2005 - Mar 2006

Project Manger

IFX Network Venezuela

Worked on Broadband Cable Internet and Voice on IP (VoIP) Business Development projects, monitoring deviations and metrics. The projects were focused on the building of CWDM segments of the backbone in the northeast, northwest and southwest zones of Venezuela. Main functions included: to participate with cable companies partners and providers in the engineering of the CDWM solution, to provide finance and risk analysis, to negotiate prices and credit programs. At the same time I designed marketing and sales strategies (pricing, advertising, product development) to increase the market share of Broadband Internet, and to introduce VoIP services, for both, residential and corporative segments.

Sep 2003 - Jan 2001

Coordinator

Movilnet

Managed key accounts post-sales services (segments: government, banking, oil, energy, consumer, media, and franchises), coordinating efforts to satisfy customer needs. Responsible for the operative management of the service delivery for the accounts by planning and monitoring strategies and leading 19 Service Managers, nationwide, who acted as primary interface support towards the customer, operations units in Cantv and suppliers; as well as providing support in telecommunication projects. Accountable for customer services (wire line, wireless, ISP, LAN/WAN administration) and monitor project metrics to ensure that projects are within schedule.Developed and guaranteed the implementation of business plan strategies ensuring the achievements of objectives related with profits, customer support, and relationship management. Established and negotiated service level agreements, and contractual terms with vendors and service providers. Responsible for Service Level Agreements (SLA) accomplishment, reaching 10% of deviation.Assured customer satisfaction, with 95% of the accounts as “Very Satisfied”. Supported sales force identifying business opportunities and relationship management. Also, participated in Request for Proposals preparation, by bringing advice on service level agreements.Provided input to Marketing team on issues related to development and performance of products and services.

Education

Education
Aug 1993 - Jul 1997

Engineer

IUPFAN