Jesus - Service Desk Team Lead at Hexaware Technologies

Guadalupe, Nuevo León, Mexicoen

Led a team at Hexaware Technologies, improving operational efficiency through SOP development.

Provided high-quality hardware and software support across North America, ensuring customer satisfaction.

Published on CazVid

Summary

Dedicated IT support professional with over 10 years of experience in customer service, technical support, and team management. Proven ability to improve processes, lead teams, and deliver exceptional support in fast-paced environments.

Key Achievements

Supervised call center operations, meeting performance metrics and enhancing team productivity.
Delivered exceptional customer service resulting in high CSAT scores and client retention.
Implemented process improvements that standardized workflows and reduced resolution times.

Skills

Customer ServiceExpert

Extensive experience in providing high-quality support and ensuring customer satisfaction across multiple roles.

Team Leadership & DevelopmentAdvanced

Led and developed teams in service desk and call center environments, optimizing performance and workflows.

Process OptimizationIntermediate

Created SOPs and streamlined processes to improve efficiency and consistency in service delivery.

Technical SupportAdvanced

Provided hardware, software, and application support to diverse users, ensuring minimal downtime.

Languages

Spanish

Experience

Service Desk Team Lead

Hexaware Technologies

2023 - 2026

Led a team for a major data science and security company, handling managerial and technical responsibilities.. Developed multiple SOPs to standardize processes and improve efficiency.. Successfully guided the team to achieve SLAs and support career development initiatives.. Provided coaching and mentorship to team members, enhancing performance and client satisfaction.

Service Desk Level 1

Hexaware Technologies

2019 - 2023

Provided hardware, software, and application support to users across USA and Canada for one of the largest printer companies in the world.. Delivered high-quality technical assistance, ensuring minimal downtime and optimal user experience.

Customer Service Representative

Servicios Hispanic Teleservices SC

2019 - 2019

Delivered exceptional customer service, ensuring client satisfaction and addressing inquiries promptly.. Evaluated KPIs daily (AHT, CSAT) and identified areas for improvement to optimize service delivery.

Operations Supervisor

Arvato

2016 - 2019

Supervised call center operations, ensuring adherence to service standards and performance metrics.. Managed a team of customer service representatives, focused on meeting business objectives.. Implemented process improvements to enhance productivity and customer experience.