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Héctor
Operations Team Leader
Contato
Competências
Demonstrated experience with Excel (PivotTables, VLOOKUP).
Demonstrated experience with Google Sheets.
Demonstrated experience with Trello.
Demonstrated experience with Microsoft Teams.
Demonstrated experience with Office 365 (Word, PowerPoint, Outlook).
Formação acadêmica
Idiomas
Experiência
Operations Team Leader
Directed workflow for operations interns to ensure timely task completion., Applied quality control methods, improving KPI consistency by 15% in Q1 2025, Participated in internal reporting and collaborated across departments with different, Led a team of 16+ technical support agents, improving first-contact resolution rates by 10%., Slashed ticket resolution times by 20% via workflow optimizations and team training., Trained and mentored 30 new technical support agents.
Technical Support Specialist
Resolved 300+ T1 tickets monthly for EPIC Games users, achieving a 95%+ satisfaction rate., Reduced the average ticket resolution time by 25% through improved troubleshooting workflows., Trained 20+ team members on email configuration and account management best practices., Streamlined user creation and password reset processes, cutting resolution time by 15 minutes per ticket., Delivered bilingual technical assistance to customers, resolving hardware and software issues., Maintained high customer satisfaction scores while managing a high volume of support cases., Created troubleshooting documentation used during onboarding of new team members.
Assistant Teacher
Supported professors in labs and classroom sessions., Supervised student safety and provided technical explanations for lab setups., Led group coordination for class projects and assessments., Helped develop simplified instructional materials and tools.