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douglas Lara

Director-level Technical Support & Operations leader specializing in telecom and customer support

San Gabriel, CADirector of Product Support8 years experienceDirectorMedia & EntertainmentTelecommunicationsSaaS
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Experience

Director of Product SupportRevolution Entertainment
Director of Technical SupportBroadvoice
Business Support ManagerBroadvoice
Technical Support SupervisorBroadvoice
Business Support Tier 3Broadvoice
Network Support Tier 2Boingo Wireless

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Languages

EnglishSpanish

Skills

Call Center OperationsClient RelationsClient TrainingCross-Functional CollaborationCustomer ExperienceEscalation ManagementFraud OperationsIncident ResponseKPI DashboardsKPI ManagementOperations ManagementPerformance ReportingPolicy ComplianceProcess OptimizationProgram Management