Experience

Paf - Games Sport Casino

• Finland
• Gambling Facilities and Casinos
• 300 - 400 Employee

• Spanish CS Team Leader

  • Sep 2021 - Present

• Senior Customer Support Analyst

  • Mar 2021 - Sep 2021



LeoVegas Group

• Sweden
• Gambling Facilities and Casinos
• 700 & Above Employee

• Senior Customer Support Analyst

  • Jul 2020 - Mar 2021

  On a day-to-day basis, working as part of the customer support depatment, means having close contact with our valued customers via phone, email and live chat; working closely with other internal departments to ensure a wonderful overall customer experience.Additionally, as senior to this role, other tasks include: raising issues or possible improvements to the relevant depatments, helping with first level queries, and offering guidence and knowlage to new support agents.

• Customer Support Analyst

  • Mar 2019 - Jul 2020

  On a day-to-day basis, working as part of the customer support depatment, means having close contact with our valued customers via phone, email and live chat; working closely with other internal departments to ensure a wonderful overall customer experience.



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Global Tower Service Manager

  • Feb 2018 - Feb 2020

  As a global Siemens tower service manager (account manager), one of the largest and most important clients withing the Atos IT group, I was the first point of contact beween the end client and the service delivery team managers to ensure contractual agreements were met.My main tasks included:-Reporting monthly SLA,s.-Working closely with the IT suppot team managers tu ensure SLA,s are met.-Working closely with other account members to also ensure expectations are met and needed imporvement plans are in place and reported. -When reported, keep track and present any ongoing improvement plans.-Billing service costs.-Handling and responding to incoming service complaints. Show less

• Local Tower Service Manager

  • Apr 2017 - Feb 2018

  As the local Siemens tower service manager (account manager), one of the largest and most important clients withing the Atos IT group, I was the first point of contact beween the global account managers and local team managers to ensure the agreed expectations were met.My main tasks included:-Reporting monthly SLA,s.-Creating and following up with service improvement plans.-Working closely with the IT suppot team managers tu ensure SLA,s are met.-Working closely with the client service managers to ensure expectations are met.-Billing service costs.-Handling and responding to incoming service complaints Show less

• Support Team Lead

  • Feb 2014 - Apr 2017

  As Team Leader I was the person in charge of managing the Siemens team (up to 37 people). My main tasks included:- Planing and preparing monthly shifts and leaves, according to the needs of the service and the needs of the members.- Preparing productivity reports of the team and of each individual person, to later provide the feedback and implement any needed actions to improve, if required.- Having a constant and open communication with the team members.- Helping each team member plan and put in motion their career progress within company.- Handle team disputes.- Interview new candidates.- Sharing clear instructions to team members, ensuring that all goals are achievable and understood.- Report the Service Level Agreement status to service managers, on a daily basis.- Report and follow up on any needed improvements with the tools or procedures used. Show less

• Information Technology Help Desk Analyst

  • May 2011 - Feb 2014

  The specific duties help desk agents perform can vary greatly based on the product and industry they support. However, most employees in this role perform these same general tasks no matter what industry they’re in:Provide First-Level SupportWhen customers call in to get support for a problem they’re experiencing, they get in touch with help desk agents first. These support employees provide first-level support for customers, which encompasses solving basic problems.Escalate Complicated ProblemsIf the problem is too complicated for the help desk agent to resolve on their own, they escalate it to tier two or tier three support teams. This escalation takes place either through call transferring or ticketing systems.Follow Up with CustomersWhen help desk agents escalate more complicated problems, the call ends without a final resolution for the customer. It is the help desk agent’s responsibility to follow up with the customer after the problem has been solved to ensure it was resolved to the customer’s satisfaction.Track Call PerformanceHelp desk agents track how well they do on each one of their calls with customers. This may include listening to previous calls and reviewing surveys left by the customer. After tracking the call performance, the help desk agent works on ways to improve their job.Recommend Product ImprovementsHelp desk agents are often the first employees to experience bugs or problems with the company’s product. As such, they are responsible for informing their supervisors and other relevant parties about common problems so they can be solved quicker. Show less