Marcela Cortes

Serve as day-to-day service partner to business units and infrastructure leadership, owning service performance, priorities, and risk alignment for a high-volume environment. Designed structured client feedback and continuous improvement processes, and introduced a Change Risk Intelligence scorecard in ServiceNow.

PROJECT: Designed the client success operating model that takes an account from first contact through long-term partnership. Built an eight-stage lifecycle from prospecting to steady state, with account tiers, 90-day hypercare, QBRs and a 12-month renewal review. One shared process gives Sales, Operations and Delivery clear ownership at every stage.

Primary liaison between enterprise clients and the company, building long-term relationships and representing client interests internally. Developed strategic account plans, tracked account-health KPIs, and managed IT services, incidents, changes, and SLAs.

Ran global incident bridges to restore service quickly and kept executives and stakeholders informed. Enforced ITSM compliance and improved processes and documentation.

Led incident management for cloud services and engaged the right teams for diagnosis and resolution. Sent regular technical communications and impact analyses to clients and stakeholders.

Worked as a Junior Network Analyst at Hughes, supporting network operations and technical tasks.

Provided technical support to customers at Sitel Group, resolving issues and ensuring satisfaction.

Worked as a Sales Specialist at Global Telesourcing, focusing on sales activities and client engagement.

Provided support analysis at Sutherland, assisting with technical and operational issues.