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Team Lead Supervisor at Lean Tech- Claim this Profile
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Inglés Professional working proficiency
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Spanish Native or bilingual proficiency
Topline Score
Bio
Credentials
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Introducción a Data Science: Programación Estadística con R
CourseraOct, 2020- Nov, 2024 -
Become a Programmer: Foundations
LinkedInJul, 2020- Nov, 2024 -
CCNA Routing and Switching
CiscoApr, 2016- Nov, 2024
Experience
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Lean Tech
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Colombia
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Strategic Management Services
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300 - 400 Employee
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Team Lead Supervisor
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Apr 2022 - Present
Main responsibilities: Lead a team of between 9 and 42 agents to be on target, according to the KPIs requested by the client Being in an escalation support line, to assist agents with difficult case resolution Train new agents in technologies and procedures for the campaign Participate in the interviews, to select the new agents, by checking their knowledge in technologies and soft skills Meet with the client weekly to address the requirements needed and action plans to improve the numbers Schedule 1 on 1 session with agents and elaborate action plans based on their areas of opportunities Listen to their call recordings to score them, based on internal requirements, and provide feedback to agents Elaborate weekly, bi-weekly, and monthly reports to show progress on the performance Create multiple Excel files, using raw data to follow up and design action plans for those that are not on target with adherence and other metrics Work with WFM to set the shift exemptions and accommodation of schedules Show less
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Blackboard
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United States
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Higher Education
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700 & Above Employee
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Customer Support Specialist
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Aug 2021 - Mar 2022
Main responsibilities: Being the first team reached by the customer to identify an issue with Blackboard Learn. Provide technical support to Blackboard Learn clients across the world. Run SQL queries using tools such as Oracle, Postgres SQL, PG Admin. Daily usage of Salesforce, Confluence, Jira. Retrieve and Analyzing Logs. Create and modify different Python scripts to simplify some procedures about reading and converting logs Main responsibilities: Being the first team reached by the customer to identify an issue with Blackboard Learn. Provide technical support to Blackboard Learn clients across the world. Run SQL queries using tools such as Oracle, Postgres SQL, PG Admin. Daily usage of Salesforce, Confluence, Jira. Retrieve and Analyzing Logs. Create and modify different Python scripts to simplify some procedures about reading and converting logs
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Genius Sports
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United Kingdom
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Software Development
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700 & Above Employee
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Customer Support Specialist
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Sep 2020 - Aug 2021
Main responsibilities:Assist in the creation of training material, help guides, installation guides, and other product support material in ConfluenceCollaborate in testing and maintenance release deploymentsTraining of Support Staff on technical items as necessaryAPI Integration (Providing API keys, managing usage, and troubleshooting issues while extracting and integrating with customer's platforms)Other tasks as directed by the line manager
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Helpdesk Operations Technical Analyst
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Feb 2020 - Sep 2020
Main Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardwareProvide support to customers/users where the product is highly technical or sophisticated in natureRespond to questions or escalations from first-line product supportRespond to queries via phone, email, or chatUnderstand hardware/software operational setup for scoreboards at remote sitesUse troubleshooting tools, content, and analytical practices to help determine the best way to resolve problemsEnsure all issues are logged, tracked, and resolved using the applicable service desk applicationAdhere to technical metrics, ensuring that SLAs are metEscalate issues as appropriate and work with the development team to address issues within the relevant SLAs using JIRABe the first responder for technical issues occurring during work hours Show less
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UNOPOS, LLC
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United States
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Individual and Family Services
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1 - 100 Employee
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Technical Account Manager
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Apr 2019 - Feb 2020
Functions: Elaborate action plans to improve the productivity in the office. Assign tasks to the technicians and verify that all projects are completed on time. Manage the resources and information already acquired in the group. Design and execute plans with the sales and installation team in the United States. Create manuals and guides for the improvement of restaurant network infrastructure. Supervise the metrics and performance of the technicians with their calls. Being the last escalation contact in the technical team. Work as a bridge between sales and IT. Collect information from restaurant owners about special features requested and work with the team to have it developed. Create some databases in Excel with customer important information and requirements to follow it up. Elaborate Excel and Word formats to fill it with new restaurant information related to the way the network was implemented, who was the trainer, and the people who were trained. Follow up on the bank statements for the restaurants to make sure they were getting enough income. Investigate when the deposits do not match the sales. Check the accountability of the restaurants and verify that the software is collecting the right amount. Verify the configuration of the devices (POS computers, PAX machines, EMVs, Network devices) Provide feedback to the team as a group about goals and projects. Provide individual feedback about behavior, productivity, punctuality, and others. Verify the check-in – check-out and present a daily report to the CEO. Modify the frontend (HTML, CSS, JS) for different customers to integrate our web solutions. Show less
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UNOpos
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Barranquilla
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Technical Account Manager
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Jul 2018 - Mar 2019
Functions: Telephone support and remote access with restaurants in the United States (Packet8, LogMeIN) Configuration of Point Of Sale devices Detection and repair of errors in Windows OS. Troubleshooting of thermal printers, bond paper printers, and cash drawers. Configuration of small networks (router, switch, repeaters, access points). Responsible for diagnosing and repairing small business networks with different brands (TRENDnet, Linksys, Ubiquiti, TP-LINK, Netgear, DLink) Create troubleshooting manuals for most common situations Design a newsletter to keep the team updated with the most recent features implemented. Frontend development to some customer's websites. Show less
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SYKES
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Support Engineer
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Jul 2014 - Jul 2018
Network Engineer, part of the Cisco TAC (Technical Assistance Center). During my duties, I provided technical support and performed troubleshooting to many devices like: Routers Switches Nexus ASR Telepresence Access Points Wireless Controllers Unified Computing System (UCS) Cisco Security Cameras Network Engineer, part of the Cisco TAC (Technical Assistance Center). During my duties, I provided technical support and performed troubleshooting to many devices like: Routers Switches Nexus ASR Telepresence Access Points Wireless Controllers Unified Computing System (UCS) Cisco Security Cameras
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Sutherland
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Customer Care Representative
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Sep 2013 - Dec 2013
Handle customer calls regarding a Mobile Service. Troubleshoot issues with the physical devices. Check and modify bills if an issue is reported. Provide information regarding services that the company offers. Handle customer calls regarding a Mobile Service. Troubleshoot issues with the physical devices. Check and modify bills if an issue is reported. Provide information regarding services that the company offers.
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BILATERAL
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Colombia
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Telecommunications
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1 - 100 Employee
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Customer Service Representative
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Feb 2013 - Sep 2013
Functions: Provide phone support to foreign clients as a manager assistant. Invoicing Reviews. Take escalations call from Tier 1 agents. Expedite resolution of the calls. Verify documentation of tickets before escalations to Tier 3 agents. Functions: Provide phone support to foreign clients as a manager assistant. Invoicing Reviews. Take escalations call from Tier 1 agents. Expedite resolution of the calls. Verify documentation of tickets before escalations to Tier 3 agents.
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BILATERAL
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Colombia
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Telecommunications
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1 - 100 Employee
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Customer Service Representative
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Aug 2012 - Nov 2012
Functions: Provide phone support to foreign clients. Provide assistance to customer’s requests, complains or resources. Advice and selling services for mobile phones. Provide prepaid plans and cell phones (basic phones and smartphones) to US customers. Provide technical support with phones and with the prepaid plans. Functions: Provide phone support to foreign clients. Provide assistance to customer’s requests, complains or resources. Advice and selling services for mobile phones. Provide prepaid plans and cell phones (basic phones and smartphones) to US customers. Provide technical support with phones and with the prepaid plans.
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Education
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Coursera
Community
