03/26/2020|Inside Verizon

Keeping pace.

By: Jessica Bonardi

Hector Borro keeps his clients up to speed in Latin America.

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Hector Borro Madrid is doing his best to manage the disruption caused by COVID-19 and maintain his exceptional level of customer service.

“I used to work from home on Fridays, so this dynamic is not new to me,” said Hector, a sales and client partner for Verizon Business Group. ”But doing it on a weekly basis brings its own particular set of challenges. When my son is at home and my wife is also here we have to juggle and cope with the new reality. My son is three-and-a-half years old, so we’ve had to tell him what a virus is and why we wash our hands.”

Hector’s responsibilities include being the regional LATAM sales partner for global clients. “I oversee all regional requests from beginning to end. Having a single point of contact makes it a seamless operation, and having boots on the ground helps us understand the local challenges that may arise.”

The needs of his business clients are changing quickly too. “During this coronavirus moment, customers need higher bandwidth, more speed and more reliable connections, so they can have their workforce connect and access their mainframes remotely.”

When the world changes quickly as it has recently, Hector’s clients expect him to keep pace - and he works hard to come through them time and again. “A customer came to me in a panic mode, saying ‘we cannot get our workers fully connected, so we need an emergency upgrade to our service.’ The customer was very surprised and happy to hear that we could turn it around in a couple hours instead of days or weeks. We made it happen and the customer was really appreciative.”

Hector works hard to always be there for his clients, partly because he knows Verizon is always there for him. “I’m really grateful for the response of our leadership to COVID-19, for doing these live webcasts and talking about the steps we’re taking. I think it provides clarity and peace of mind for V Teamers around the world.”

With V Teamers like Hector, the future for Verizon looks bright.

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