Amalia

Service Desk Supervisor

Lead and manage a technical support team assisting Account Sales Managers and other users within Red Bull’s distribution network., Ensure company policies and processes are effectively enforced, applying disciplinary actions when necessary to maintain quality and performance standards., Analyze and identify individual team needs, fostering a healthy and productive work environment., Serve as a bridge between Dyopath, the client (Red Bull), and the support team, balancing the needs of each while ensuring compliance with client requirements., Provide support for Spring Global mSeries, a front-end application for order management, customer data, and inventory tracking., Utilize SAP to verify order details, store information, and inventory management., Use Launchpad/Fiori for order balance verification and route tracking, ensuring accurate logistics and delivery processes., Apply SOAP Boomerang to modify inventory movement statuses when necessary., Automate reporting tasks using Power Automate, reducing manual workload and allowing more time to support the team during high call volume periods., Take a client-focused approach, actively handling calls during peak hours to ensure faster resolution times and reinforce team support., Collaborate with Spring Global Services to escalate and resolve complex technical issues., Analyze CCAI reports to measure team metrics, ensuring quality of work and continuous improvement of team performance., Optimize ticket management processes, reducing response times and improving issue resolution efficiency., Ensure compliance with SLA agreements and enhance overall service quality.

SME and Team Leader

Help my team to resolve their questions or help them to provide a proper resolution to our customer., Administrate the Inbox assigning the new tickets and keep an automated track of the daily tasks to measure the team member performance with tools like Planner and Power Automate., Train my team members and ensure that they follow the guidelines they learned in training, provide feedback and recommendations to improve their performance., Continue answering calls and provide a proper customer service experience and ensure that every call or assistance is well documented in our ticketing system.

Service Desk Associate

Provide support to the direct employees and suppliers of the Caterpillar Company., Assist with technical issues that could prevent them from performing their functions, either with their accounts for the tools used in Caterpillar., Assist with support for failures in software operations such as QAD, CREO, Autocad and other internally developed applications.

Quality Team Manager

Report to our client a Quality Assurance Tracking of the sales calls performed by two outsourced call centers., Report to my account manager the performance of my team.

Call Center Floor Support

Lead a team of customer service representatives to increase the profitability of the service., Enforce the proper service protocols and standard operating procedures., Respond to calls escalated by agents or the customer to assure a proper and fast resolution for the customer.

Technical Support

Production Supervisor

Responsible for being an extension of the production manager on the production floor by taking a leadership role with the packaging employees.

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