Ray Pena

Manager, Product Support, Americas @ LexisNexis Risk Solutions

About

IT operations/customer support manager with 15+ years of experience. Recognized for enhancing customer satisfaction and technical support in high-demand settings, I have a verifiable history of contributing directly to company growth and expansion throughout my career. As such, I have consistently exceeded performance goals and am adept at achieving maximum output with minimal resource expenditure. Professional focal points include operational support, customer service, team leadership, process improvement, application support, cost reduction, requirements analysis, conflict resolution, and strategic planning. Currently, I am the Manager of Product Support for the Americas region at LexisNexis Risk Solutions. In this role, I prioritize and delegate tasks to multiple domestic and international support teams to drive timely issue resolution and special project completion. In addition, I liaise with senior leadership, stakeholders, and cross-functional teams to ensure that the company’s technological support structure is driving the business forward with minimal expenditures. Colleagues describe me as a progressive, driven, down-to-earth, technical and managerial expert who can be relied on to offer superior solutions that deliver the intended results.

Country

United States

City

Dallas-Fort Worth Metroplex

Industry

Computer & Network Security

Skill

Operations Management, Supervisory Skills, Capacity Planning, Customer Support, Communication, Customer Experience, Problem Solving, Team Management, Customer Satisfaction, Customer-Focused Service, Application Support, Operational Support, Support Management, Process Improvement, Leadership, Customer Onboarding, Customer Success, Teamwork, Team Leadership, Business Process Improvement

Experience

Manager, Product Support, Americas

LexisNexis Risk Solutions

2017-3 - Present · 9 yrs 7 mos

Remote

Lead multiple US and LATAM Application Support teams within the Financial Crime Compliance area. Generate and submit monthly reports to upper management regarding the team’s performance. Act as escalation point for high-impact customer issues. Ensure the team consistently meets or exceeds customer satisfaction goals and SLAs through timely issue resolution, effective communication, and proactive support; Manage customer escalations as needed. Set clear goals and objectives for the support team, aligned with the overall objectives of the organization. Identify inefficiencies through data and create the best escalation practices for smooth customer experience and effective ticket resolutions that achieve projected SLAs. Define and encourage support processes, escalation paths and incident communications. Lead team members with clear performance and development structure and continuous feedback; Ensure the team possesses the technical skills to deliver outstanding customer experience. Collaboration with Account Managers and Client Engagement Managers and align on customer expectations to avoid escalations. Conceptualize and execute process improvements within multiple application support groups. Partner with engineering and product teams to drive the development of products to ensure achievement for the entire application support areas. Direct the recruiting, hiring, and training of exceptional talent, promoting swift onboarding, high productivity, and best practice adherence.