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Jesus
Service Desk Team Lead at Hexaware Technologies
Contacto
Competencias
Extensive experience in providing high-quality support and ensuring customer satisfaction across multiple roles.
Led and developed teams in service desk and call center environments, optimizing performance and workflows.
Created SOPs and streamlined processes to improve efficiency and consistency in service delivery.
Provided hardware, software, and application support to diverse users, ensuring minimal downtime.
Educacion
Idiomas
Resumen
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.
Logros Clave
- 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.
- 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.
Experiencia
Service Desk Team Lead
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
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
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
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.
Customer Service Representative
Handled customer inquiries, resolved issues efficiently, and maintained high service standards.
Waiter / Bartender
Delivered excellent customer service in a fast-paced environment, ensuring customer satisfaction and repeat business.