Experience

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  Radio nacional de venezuela

  Sept 2010 - Dec 2010

  English into spanish translator

  - English into Spanish translator of news and research papers for journalism.

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  Freelance translator, editor and proofreader english-spanish

  Jan 2013 - Jul 2013

  English into spanish translator

  - English into Spanish translator of fields such as accounting, advertising, public relations, agriculture, biology, business, computer, hardware, software, networks, cooking, engineering, environment, finance, food, insurance, journalism, economics, education, energy, games, casino, geography, human resources management, health care, music, nutrition, petroleum, social science, telecommunications, transportation.- Spanish proofreader of fields such as accounting, advertising, public relations, agriculture, biology, business, computer, hardware, software, networks, cooking, engineering, environment, finance, food, insurance, journalism, economics, education, energy, games, casino, geography, human resources management, health care, music, nutrition, petroleum, social science, telecommunications, transportation. Show less

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  Huawei technologies

  Dec 2013 - May 2016

  English into spanish translator

  - Translate technical documents from English to Spanish.- Translate meeting reports on specialized telecommunications documents.- English translation of meetings carried out by technicians.- Research and agree with technicians on specialized software/hardware terms for documents in Spanish.

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  Traducciones tep s.a

  Jul 2016 - Dec 2016

  English into spanish translator

  - English into Spanish translator of fields such as health care, finance, manuals, general, technical, legal, advertising, international organizations, transportation, food, managment, insurance, business.- Spanish proofreader of fields such as health care, finance, manuals, general, technical, legal, advertising, international organizations, transportation, food, managment, insurance, business.

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  Alorica

  Oct 2016 - May 2024

  - Supervise groups of 20 customer service agents.- Drive agent’s performance and achievement of goals.- Supervise team leaders to ensure task completion.- Provide feedback and develop agent’s skills to get measurable results.- Maintain a positive work environment and motivate teams through effective coaching.- Help identify behaviors and provide solutions to drive performance and maintain a positive work environment. - Responsible for assisting customer service agents in terms of solutions provided to customers.- Assist in research and troubleshooting of products.- Update daily, weekly, and monthly reports on customer service agent deliverables and metrics.- Cooperate in maintaining a dynamic and collaborative work environment.Identify and reinforce teamwork in order to maintain a working relationship that allows the achievement of goals. - Provide solutions to customers on general/technical issues of products.- Give technical support to products and provide guidance on their operation.- Solve issues related to online purchases.

  • Team Manager

    Oct 2020 - May 2024

  • Customer Service Team Lead

    Jul 2019 - Oct 2020

  • Technical Customer Service

    Oct 2016 - Jul 2019
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  Tata consultancy services

  May 2024 - now

  Microsoft team lead

  • Led a team of support engineers managing Microsoft support tickets across multiple technologies, including Devices & Deployment, Performance, Storage & High Availability, and Networking.• Ensured high customer satisfaction through effective communication and stakeholder management.• Coordinated, planned, and organized ticket assignments for optimal workload distribution.• Developed and implemented strategies and best practices to enhance case management efficiency for support engineers.• Collaborated with leadership to create and execute process improvement initiatives.• Participated in weekly and monthly business reviews to analyze project KPIs and identify areas for improvement. Show less