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Petra Tamayo

AMS Manager EMEA

Expertise

  • Extensive experience in global support operations
  • Strong knowledge of ERP systems and issue resolution
  • Skilled in customer communication and relationship management
  • Proficient in support process optimization and SLA management
  • Team leadership and cross-regional coordination
  • Quality assurance and continuous improvement initiatives

Role & Responsibilities

  • Lead and manage the global support team across regions
  • Ensure timely resolution of customer tickets and escalations
  • Monitor support performance metrics and SLA compliance
  • Collaborate with implementation and technical teams to resolve complex cases
  • Drive process improvements to enhance support efficiency
  • Maintain high customer satisfaction through proactive communication
  • Oversee support documentation and knowledge base development