Guss Bell

Customer Delivery Manager @ Cisco

About

I help enterprise customers succeed at scale by combining customer success leadership, global service delivery, and AI-driven operational excellence. I've spent the last 18 years at the intersection of technology, people, and delivery — and the throughline has always been the same: making complex things work, at scale, across borders. I started my career integrating business-critical telecom platforms for Tier-1 operators like América Móvil and Movistar across Latin America. Back then, "delivery" meant flying to Caracas, Bogotá, or Mexico City, sitting with the operator's engineering team, and not leaving until the system was live. That hands-on foundation shaped everything that came after. At Cisco, I spent 9+ years leading customer delivery and engineering support programs across Latam — first as a Senior Engineer and Team Lead, then as Program Manager, and most recently as a TAC Manager overseeing a pod of 25+ engineers. Along the way I built a bilingual webinar program that grew to 6,500+ registrations across four years, developed 8 Technical Leaders and 4 Managers from within my team, and maintained customer satisfaction scores above 92% — not by firefighting, but by building systems that prevented fires in the first place. A few numbers that matter: 🎯 92–93% team CSAT sustained across FY25📡 20+ technical webinars/year · 6,500+ cumulative registrations · CSAT 4.9/5👥 8 engineers → Technical Leaders · 4 engineers → Managers🎓 4+ eCornell certifications in Agentic AI, Generative AI, AI Strategy & Ethics I'm also genuinely passionate about AI — not as a buzzword, but as a practical tool. I use Claude and ChatGPT daily, I've completed over 10 AI courses through eCornell, and I've already deployed agentic workflows into real operational environments. I want to work at companies where AI is core to the product, not an afterthought. I'm fluent in English, Spanish, and Portuguese, and I've led teams and managed client relationships across the US, Mexico, Venezuela, Colombia, Ecuador, Peru, and Europe.If you’re building customer-centric teams that value operational excellence, innovation, and leadership at scale, let’s connect.

Country

Mexico

City

Mexico City Metropolitan Area

Industry

Computer Networking

Skill

Customer Success, Program Management, Project Management, Project Planning, Customer Service, Artificial Intelligence (AI), Customer Support, Service Delivery, Support Management, Operations Management, Language Models and Language Data, Team Management, Communication, SS7, GSM, Telecommunications, IP, VAS, Cisco Technologies, Linux

Experience

Customer Delivery Manager

Cisco

2019-2 - Present · 7 yrs 8 mos

Mexico City

- Owned end-to-end enterprise customer success for a portfolio of complex global accounts, serving as the single point of contact across Cisco’s worldwide support organization while leading delivery and escalation management for ACI, SD-WAN, Routing Protocols, and Core Architectures teams spanning 70+ engineers across the Americas. -Sustained 92–93% CSAT across FY25 by driving proactive quarterly customer engagement, rigorous backlog governance, and disciplined Sev1 escalation management; - Led Cisco Latam TAC Webinar program (EN & ES) customer engagement program delivering 20+ annual sessions, 6,500+ registrations, and 4.7–4.9/5 CSAT across the LATAM enterprise portfolio. - Drove operational innovation and talent development by creating AI-powered SLA monitoring BOTs that proactively reduced churn risk and improved response management (recognized at Cisco Innovathon FY25), while mentoring high-performing teams that produced 8 Technical Leader and 4 Manager promotions.

Program Manager

Cisco

2018-8 - 2019-2 · 7 mos

Mexico

- Designed, coordinated, and optimized internal and external Customer Experience (CX) programs, driving operational efficiency, cross-functional alignment, and improved customer engagement across the organization. - Led and developed early-career engineering talent across Technical Assistance Center (TAC) and Professional Services organizations, mentoring 37 engineers in technical expertise, customer service excellence, and professional growth. - Built scalable onboarding and coaching initiatives that strengthened team readiness, accelerated skill development, and enhanced customer-facing delivery capabilities within both support and services environments.

Senior Customer Service Engineer

Cisco

2016-8 - 2018-7 · 2 yrs

Mexico City Area, Mexico

Team Lead

Service Manger

Mavenir

2015-9 - 2016-7 · 11 mos

Mexico City

- Accountable for meeting contractual and other service level agreements with Xura customer(s); - Ensure that all support capabilities and contracts are in place to provide service to customers – processes, people, technology, third party vendors; - Responsible for ensuring that all issues logged by customers are managed according to the contracted SLA; - Management of the supportability and serviceability of installed base of assigned customers; - Prioritize, assign and control tasks handled by the team according to agreed timelines and quality levels; - Acting as the first level of escalation, driving towards a solution within required timescales and outcome, interacting with required areas to work in the delivery of the resolution. - Involvement in hiring decisions, ensuring training opportunities occur and managing performance to achieve maximum contribution, productivity and motivation.

Service Manager

acision

2013-2 - 2016-7 · 3 yrs 6 mos

Caracas, Venezuela

- Accountable for meeting contractual and other service level agreements with Acision customer(s); - Ensure that all support capabilities and contracts are in place to provide service to customers – processes, people, technology, third party vendors; - Responsible for ensuring that all issues logged by customers are managed according to the contracted SLA; - Management of the supportability and serviceability of installed base of assigned customers; - Prioritize, assign and control tasks handled by the team according to agreed timelines and quality levels; - Acting as the first level of escalation, driving towards a solution within required timescales and outcome, interacting with required areas to work in the delivery of the resolution. - Involvement in hiring decisions, ensuring training opportunities occur and managing performance to achieve maximum contribution, productivity and motivation.

Solutions Engineer

acision

2012-2 - 2013-2 · 1 yr 1 mo

United States

- Implementation of Short Messages Platform (SMS), Interconnections and routing of Short Messages on several customers across the globe; - Execution of acceptance test procedures and on-site professional services during commercial launch of Short Messages Services for GSM, TDMA and/or CDMA technologies on several customers; - Temporally Point of contact for Tier 1 customer - as Sprint, supporting and escalation issues; - Performance to increase Customer Confidence under critical scenarios (projects and/or support activities).

Customer service Engineer

acision

2007-11 - 2012-2 · 4 yrs 4 mos

Caracas, Venezuela

- Implementation of Short Messages Platform (SMS), Interconnections and routing of Short Messages on several customers across the globe; - Execution of acceptance test procedures and on-site professional services during commercial launch of Short Messages Services for GSM, TDMA and/or CDMA technologies on several customers; - Performance in the backlog attack plan ensuring the reduction of opened incidents, coaching engineers and providing first class of support to customers on a worldwide basis; - Temporally Point of contact for Tier 1 customer, supporting and escalation issues; - Performance to increase Customer Confidence under critical scenarios (projects and/or support activities).