Yanina Itzel Trejo Arroyo

Experience

• 

  Telvista Inc.

  Jun 2013 - Dec 2013

  Contact Center Agent

  Duties as T1 Technical Support included support to AT&T U-verse Residential clients, support such as troubleshooting a Residential Gateway that provided internet service , cable signal(digital tv) and VoIP (home phone) signal. Communicating through the English language, providing network support to servers and providing maintenance to the equipment.Functional Experience: Provided Technical Support to AT&T Residential Clients through basic Troubleshooting steps on their equipment.

• 

  CompuCom

  Dec 2013 - Jun 2016

  Team Lead

  •Workload distribution among available resources•Inbox/Self Service queue management•Investigation of escalations/Negative Surveys •Provide coaching to the team on new processes/procedures.•Follow up and supervise on new agent´s training.•Real time ticket management•Process improvements recommendation•Agent KPI coaching and improvements

• 

  Computacenter

  Jun 2016 - Jan 2017

  Team Leader

  •KPI report analysis•SLA report analysis•QA analysis•Workload distrubution among available resources• KPI coaching and improvements•Investigation of escalations

• 

  Tech Mahindra

  Sept 2018 - May 2019

  Service Desk Agent L1.5

  -Ticketing with CA Service Desk Manager-Attend phone calls, chats, self service tickets-Creation of incident tickets-Escalation of tickets to L2 support groups-Basic troubleshooting for Office 365 tools-Research information on knowledge databases-ITIL used as standard

• 

  Capgemini

  Jun 2019 - now

  The key responsibilities of this role are the following:-Collaborate with customers in planning and implementing activities related to their Cx Solutions (Change Management Process Support in the terms of execution of planned activities)-Manage and help resolve customers’ technical support, service, and infrastructure issues to their satisfaction-Proactively monitor technical issues pertaining to the products that the team is supporting and make recommendations to reduce the risk or impact of similar problems in the future (Incident Management and initialization of Problem Management)-Share best practices to enhance the quality and efficiency of our customer support-Develop and maintain strong working relationships with Cloud Operations and Support, and other internal stakeholders-Report on customer health and actions being taken. (Example: Infra analysis: capacity planning (surge events), contribute to customer “heat map”. Health is not only technical it’s also sentiment-Facilitate/ coordinate complex Service Requests (Data refreshes, Deployment backups)-Coordinate Change Requests (Patches/Maintenances, Expansions, notifications follow up)-Scorecard data entry (SLA uptime Exceptions) and delivery-Ticket follow ups (queue management of TAM queue and backlog)-Troubleshooting calls-Customer prioritization & reporting-Act as an escalation point/ de-escalation calls-Support for the Go-Live preparations & hyper care assistance-Relationship management Show less •Incident Management-Driving the efficiency and effectiveness of the incident management process-Ensure to provide updates to the customers via phone, email and etc. in a timely manner-Updates the incident log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality-Producing management information, including KPIs and reports-Monitoring the effectiveness of incident management and making recommendations for improvement-Ensuring that all IT teams follow the incident management process for every incident•Change Management-Receives, logs and allocates a priority to Change requests-Ensures all the Change requests are scheduled-Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules-Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality-Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failed -Reviews all outstanding Change requests and close the completed ones-Analyses change records to determine any trends and produce regular management reports Show less

  • Digital Success Manager

    Sept 2020 - now

  • Incident & Change Manager

    Jun 2019 - Sept 2020