Service Level Manager

• Dec 2015 - Present

-Take overall responsibility of Incident Management and Service Request Fulfillment processes, as well as all Service Desk activities;- Manage and coordinate urgent and complicated support issues, acting as an escalation point when difficult or controversial calls are received;- Develop and maintain the Incident Management & Request Fulfillment systems, processes, and procedures in concordance with ITIL Best practices;- Proficient in Kanban and Agile Methodologies- Ensure that all IT Teams follow the incident management process for all incidents;- Recruit, train and mentor Service Desk technicians (including career development);- Oversee staff activities and evaluate performance; - Incident Manager - Service desk job- Build/obtain (from other departments) training material for support staff;- Schedule employees working times throughout operational hours and provide backup support;- Provide data and reporting of KPIs and trends to the IT department and others ad-hoc, weekly, monthly and as needed;- Interact with external and internal customers on a daily basis;- Review survey feedback to improve services, tools, and the overall support experience;- Oversee the Solutions repository and ensures top quality solutions are available to the staff;- Develop Service and Business Level Agreements to set expectations and measure performance;- Represent the Service Desk team at meetings and coordinate with other technical departments.Additional tasks:- Manage localization management- Salesforce Database Administrator- Follow and adapt ITIL best practices- SQL and basic HTML,CSS Skills

International Technical Support Consultant

• Jan 2014 - Dec 2015

International Support Consultant -- Provide clients world-wide with the services regarding the on-line acquisitions projects, eSourcing market- Provide consultancy through both e-mail and telephone to buyers and suppliers - Reporting, Salesforce CRM Administration and maintenance, training and update tool to the business needs, coordination of translations, adaptation of help articles, documentation for both internal and external purposes- The provided services are related to the creation of on-line acquisition projects, resolving issues regarding the different e-commerce platforms, download and upload documents (demand and offer), questionnaire creation within a project, keep the direct contact with the Programming and IT departments through JIRA software, etc - Work experience with additional software : - Salesforce CRM (System Administrator) - JIRA - New Voice Media - Oracle CCA (Contact Center Anywhere) - Oracle Siebel - Webex & Citrix GoToMeeting - for meetings and training purposes - Microsoft Office Suite and Outlook- The foreign languages covered: French, Spanish, and English

Sales Consultant

• May 2013 - Nov 2013

- Contact the hotel managers from Latina America and Spain in order to present to them with a business proposal that allowed them to increase the number of clients from across Europe, the reservations platform being a German one - Offer assistance by phone and email- Create and adopt different internal processes to ensure our success after the interaction with the customer- Develop procedures and flows in the communication with the customers- Additionally, handle a pilot project for customers worldwide, Telgo SmartNumbers- Contact customers worldwide in order to present to them a business tool, a virtual phone number, which allows them to create a PBX or an IVR system, mainly to be available to their clients during hours they have set up- The foreign languages covered: French, Spanish, and EnglishAchievements:- Increase the team's performances - Develop the work procedures within- Design universal coaching and evaluation forms

Quality Assurance Specialist & Coach

• Dec 2010 - May 2013

Coaching & QA (Quality Assurance)- Supervise and evaluate the quality of the service provided – technical support- for the USA and Latin America customers- Provide individual feedback sessions with agents; feedback includes face to face meetings, e-mail communication, or real-time monitoring for both English and Spanish departments- The feedback consists of following the calling procedure, solution path for the troubleshooting steps, track agent behavior, attitude and level of energy during the interaction with the customer, client experience/satisfaction and how this will impact the department and the company itself- Keep direct contact with the team leaders and upper management- Send reports periodically regarding the progress of every agent or team’s performance to the team leads and the project manager - Analyze, track and evaluate every agent to make sure that the service provided by us, will be a qualitative one and the customers are pleased with it- Attend weekly call conferences with the other departments on the same project in order to be calibrated and align on the same procedure, also this gives us a perspective on the target market and its evolutionAchievements: - During the time in which I have been a Quality Assurance Manager for the Spanish Tech department, I managed to get high scorecards during this period of time- I contributed to the development of the department and project - I managed a team of 13 people, in average

Team Leader & Supervisor

• Aug 2012 - Mar 2013

Coaching & Team Lead Spanish Tech Department- During the time in which I have been a Team Leader for the Spanish Tech department, I managed to get high scorecards during this period of time- Create different plans which helped the improvement of the team´s performance- Plan the schedule for the Spanish team and handle the adherence item- Manage interviews with the applicants for the Spanish Tech department- Supervise and evaluate the quality of the service provided – technical support- for the USA and Latin America customers- Provide individual feedback sessions with agents; feedback includes face to face meetings, e-mail communication, or real-time monitoring for both English and Spanish departments- The feedback consists in following the calling procedure, solution path for the troubleshooting steps, track agent behavior, attitude and level of energy during the interaction with the customer, client experience/satisfaction and how this will impact the department and the company itself- Keep direct contact with the upper management team in order to provide the best service for our customers- Send reports periodically regarding the progress of every agent or team’s performance to the project manager - Analyze, track and evaluate every agent to make sure that the service provided by us, will be a qualitative one and the customers are pleased with it- Attended weekly call conferences with the other departments on the same project in order to be calibrated and follow the same procedures, also this gives us a perspective on the target market and it’s the evolution- Floor Support - real-time support for the agents to provide the best solution for the caller’s issue in the most efficient mannerAchievements:- During the time in which I have been a Team Leader for the Spanish Tech department I managed to get high score cards during this period of time, team of 13 employees in average- I contributed to the development of the department and project

Customer Service Representative English/ Spanish Technical Department

• Aug 2009 - Dec 2010

Trainer

• Jul 2007 - Apr 2009

- Manage a team of 10 people - Coordinate on the floor activity- Evaluate employees- Stay in direct contact with my supervisors regarding solving the potential issues or providing extra training to an employee- Train employees in order to provide the best products and service to our customers- Support feedback and informational meetings- Experience and hospitality in customer relations - Client orientated attitudeAchievements:- I managed a team of 10 employees - I contributed to the increase in sales in the company - I contributed to the promise of McDonald's brand by offering quality services