Experienced in IT support, cloud platforms, and customer service with a focus on communication, problem resolution, and process improvement.
Experience linking agents with client needs via CSP Cloud base platforms to ensure effective communication.
Applied ITIL principles to manage support requests, ensuring SLA adherence and service quality.
Provided immigration status support and customer onboarding through calls, emails, and chat interactions.
Utilized ServiceNow Ticketing System and Microsoft 365 in daily support operations.
IBM
As a POC between Dispatch Team, Field Engineers and Territory Managers, our role is to link RTS agents with our client’s needs via CSP Cloud base platforms and software tools to ensure prompt communication and follow-up to secure NPS as one of our highest averaged KPI’s as well as other contractual...
HRPV
Provide our customers with immigration legal status support via phone call, emails and chats with social media software applications., As an intake associate, we welcome the customer to the immigration services we offer and sell the value to ensure their interest after filtering with probing...
NTT Data Services
First level support as a Generalist via Inbound calls, emails and chats, with an ITIL Foundations perspective, we resolved L1 support requests with FCR emphasis and redirected further levels of assistance or escalations with ServiceNow Ticketing Systems managing to balance AHT and QA as focus...
Bachillerato
Experience coordinating deliveries and managing multiple dispatch requests to optimize workflow.