Christiam Urbina

Provided technical support to Microsoft business customers in the United States and Canada. Diagnosed and resolved hardware and software issues while meeting customer satisfaction and service-level targets, and managed warranty claims and product replacement procedures.

Developed workforce forecasts and staffing plans for teams of 100+ employees, aligning coverage with projected demand and service-level targets. Analyzed workforce metrics and operational trends to identify coverage gaps and support data-driven decisions.

Managed high-volume customer inquiries involving billing, payments, account updates, and service requests while maintaining accurate customer records. Provided phone-based technical support and handled escalated complaints professionally.

Developed sales strategies to achieve monthly revenue targets and managed key accounts, negotiating pricing and commercial terms. Recruited, trained, and supervised sales representatives, monitoring performance to improve results.

Managed supplier relationships and negotiated pricing, delivery schedules, and payment terms. Prepared purchase orders and maintained vendor, bid, and procurement documentation, coordinating raw material purchases for production and administrative operations.

Postgraduate Diploma in Business Strategy from American College, completed between 2014 and 2015.

Bachelor's Degree in Industrial Engineering from American College, completed between 2008 and 2015.