Experience

Experian Data Quality

• United States
• Software Development
• 100 - 200 Employee

• Technical Support Manager

  • Dec 2019 - Present

• Senior Technical Support Analyst

  • Aug 2017 - Dec 2019

  -Integration and maintenance of EDQ and CRM products.-High level technical support-Participation of the hiring and training process for new employees across the organization.-Backlog and QA revision

• Technical Support Analyst

  • Nov 2016 - Aug 2017

  -Respond to inbound requests for support (phone, e-mail, and portal)-Triage tickets and escalate to Tier II support as needed-Guides Customers to the use of self-help resources and documentation



Autodesk

• United States
• Software Development
• 700 & Above Employee

• Technical Support Supervisor

  • Aug 2016 - Nov 2016

  -In charge of managing and leading a team of 14 consultants for the Installation and Licensing department for Autodesk.-Denmostrated to have great results in achieving the desired KPI`s by the client after the team being with very low numbers, specially TTR,CSAT and handle time.-In charge of managing escalations from end customers/partners and provide a quick solution to maintain the customer satisfaction.

• eStore Supervisor

  • Dec 2015 - Aug 2016

  -In charge of managing and leading a team with 30 agents for the eStore department which was a new business for Autodesk starting in November 2015.-Testing and managing customer reactions to the new subscription business model acquired by Autodesk and taking escalations regarding this from end customers/partners to ensure great customer service quality.-Motivating the team to ensure great metric results month by month. As well as coaching and developing high performance agents to ensure having great results.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Autodesk e-Store Representative

  • Jul 2015 - Dec 2015

  -Taking income chats and calls regarding the new Autodesk department eStore.-Providing quotes , receipts and refunds to end customers/partners.-Ensuring customer feel like taken care off before providing a refund and trying to mantain customers with our business.-Guiding customers through the online purchasing experience. -Taking income chats and calls regarding the new Autodesk department eStore.-Providing quotes , receipts and refunds to end customers/partners.-Ensuring customer feel like taken care off before providing a refund and trying to mantain customers with our business.-Guiding customers through the online purchasing experience.