Azucena Arellano Martinez

Customer Service Manager at Orange Business Services

Naucalpan de Juárez Area, Mexico
Information Technology and Services
  1. SITA,
  2. Orange Business Services
  1. Universidad Nacional Autónoma de México
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Customer Service Manager

Orange Business Services
– Present (4 years 4 months)Mexico City Area, Mexico

-Act as the primary point of contact for all post sales and commercial issues on the part of the account that is implemented.
-Identify business opportunities and support commercial proposals.
-To support and follow up implementation project for Latin America
- To lead the improvement of Customer Satisfaction loyalty
- Manage all major and complex changes on the customer network
- Provide Customer Service Improvement plans oriented to increase customer satisfaction or /and in response to major Customer issues.
-Provide adequate and timely Monthly Business Reports that include operational and billing issues, metric measurements against Customer SLA´s on Quality, change and Performance of the service provided to the Customer
-Identify Customer needs and position Service Management offering on existing Customers in order to increase revenue


(4 years 10 months)Mexico City Area, Mexico

-Coordination of migration from legacy solutions to new protocols for customers.
-Organic Growth management (Individual IPVPN implementation , cessations and migrations )
-Ensure that all contracted/agreed service levels were met for each element of the services delivered
-Ensure that al services for the assigned contract(s) were delivered , as applicable.
-Escalate as required and act as the primary operational point of contact for Customers, users , Service Providers and line management in case of escalations.
-Manage any Service Level Agreements (SLAs) pertaining to customer
-Present a single management interface towards the customer by ensuring the coordiantion of activities in SITA´s Buniess Unit and SITA´s service providers
-Ensure that all customer requests for service were dealt promptly and professionally and services were delivered to the agreed schedule or SLA .
-Provide service reports to customers and line management , including billing summary, holding regular reviews with the customer to assess the quality of services delivered
-Proactively seek improvements and innovations in the services delivered by SITA to the assigned customer.
-Seek feedback from the customer and their users and develop , agree and implement any Customer Service Improvement Plans required.
-Develop a close working relationship with SITA´s account manager and to assis the account team to improve sales results by identifying opportunities to provide additional services to the customer , and building and maintaining customer satisfaction.


Orange Business Services
(5 years 5 months)Mexico City Area, Mexico

- Managed implementation issue with Frame Relay, X.25 and ATM connections.
- Solved problems reported by users of different services that EQUANT/now Orange offers for international connectivity
- Configuring and operating equipment : paradyne, cisco routers.
- Coordinating and dispatching of technical personnel for the diagnostic and solution of troubles on user ´s equipments.
-Elaboration of Help -desk efficiency reports for their revision by the local management.
-Troubleshooting and solution of problems for LANAS service, in occcasions the solution of the problem involved tasks beyond the competence of Orange Business Services
-First point of contact for clientes of LANAS service

Honors & Awards



Additional Honors & Awards

ITIL Service Strategy, March 2014,

ITIL Service Transition, January 2014,

ITIL Continual Service Improvement Certified, October 2012

ITIL Lifecycle Service Operations Certified, August 2012

Foundation Certificate in ITIL- Service Management v3

Cisco Certified Network Associate (CCNA) Valid through December 11th 2016, Cisco Certified Design Associate (CCDA), Valid through December11th, 2016
Cisco Security Solutions and Design Specialist, Valid through December 11, 2015.


  1. Portuguese

    Limited working proficiency
  2. English

    Professional working proficiency
  3. German

    Elementary proficiency


  • Telecommunications
  • Cisco Technologies
  • CCNA
  • Service Delivery
  • Service Management
  • IT Service Management
  • TCP/IP
  • Frame Relay
  • Sla
  • VPN
  • IP
  • Network Design
  • Troubleshooting
  • Cisco IOS
  • Management
  • Process Improvement
  • Computer Network...
  • ITIL
  • MPLS
  • Routing
  • Data Center
  • Networking
  • Cisco Routers
  • Outsourcing
  • CCNP
  • BGP
  • Network Security
  • Pre-sales
  • Unified Communications
  • Network Architecture
  • Firewalls
  • Managed Services
  • Security
  • Routers
  • See 20+  See less


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