Experience

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  Dxc technology

  Jun 2019 - May 2020

  Information technology service desk team lead

  I was appointed as a Service Desk Team Lead shortly after working as a Service Desk technician on two accounts: McKesson Corporation and Nexteer Automotive. During this time, I also worked as an Incident Lifecycle Coordinator, as well as with the Knowledge Base team by developing new procedures, workarounds and fixes in different technologies such as Azure AD and Active Directory, iOS, MacOS and Android. I was also a Team Lead for a special and critical team dedicated to users working with the United States federal government in the transportation of the first COVID-19 vaccine doses across the United States. Mostrar menos

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  Dxc technology

  Jan 2020 - May 2024

  As a Customer Experience and Escalation Global Manager at DXC Technology, I lead a team for initiatives in Root Cause Analysis to address diverse issues for 13 different service lines across 30 countries. I specialize in analyzing data related to customer satisfaction and multiple key performance indicators with our services and projects to Microsoft. Expertise in handling escalations and crafting comprehensive reports based on this information. Committed to delivering actionable insights for continuous improvement in customer experience to Microsoft’s vice presidents, directors and service managers as our stakeholders. Mostrar menos I worked in the Service Delivery Excellence office for DXC to Microsoft. I created, oversaw and managed learning content for staff, as well as knowledge assessments, project training and presentations, certifications and processes refreshments for staff located in over 30 countries. For the operations side, I worked as a technical trainer when required, to aid in one-on-one & team process refreshment meetings. I have successfully trained over 300 new and senior employees with a 100% passing rate in Microsoft's User Acceptance Testing, and for the projects side, my trainings have reflected a noticeable improvement in service level agreements and key performance indicators. Mostrar menos I oversaw service quality at the service desk, managing escalations, resolving client conflicts, and providing leadership and training to both new and senior employees within DXC Technology's Service Delivery branch. I actively contributed to the development of tools for quality enhancement, data analysis, and reporting, while also streamlining communication channels between management and service operations. Key responsibilities included team leadership, training, cultivating customer relations, driving process improvements, and conducting data analysis. Mostrar menos

  • Global Customer Experience Lead & Escalation Manager at Microsoft

    Sept 2023 - May 2024

  • Learning And Development Specialist | Technical and Project Trainer at Microsoft

    Feb 2022 - Sept 2023

  • Lead Quality Assurance & Customer Experience Analyst

    May 2020 - Feb 2022

  • Recruiting Assistant

    Jan 2020 - Jan 2022
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  Accenture

  May 2024 - now

  Sr customer success manager at microsoft

  I lead the strategic adoption and comprehensive integration of Microsoft Copilot across a diverse portfolio of clients, ranging from small to large enterprises. My primary focus is on enhancing client engagement through tailored implementation of Copilot as a transformative AI tool, ensuring it aligns with each client’s unique business objectives.Key Responsibilities:- Develop and execute clear, client-specific strategies for the deployment of Microsoft Copilot, ensuring it integrates seamlessly into their existing processes and systems.- Build and maintain strong, long-lasting customer relationships, acting as the main point of contact and liaison between clients and our technical teams.- Facilitate comprehensive onboarding sessions, provide ongoing training, and deliver support to ensure clients are fully equipped to utilize Copilot effectively.- Regularly collect and analyze customer feedback to drive continuous improvement of the Copilot platform, adapting strategies to meet evolving client needs and enhance user satisfaction.-Monitor and report on the performance of Copilot within client environments, demonstrating its impact through detailed reports and performance metrics. Mostrar menos