Daniel Aguirre

Experience

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  Qualfon

  Oct 2007 - Jan 2010

  Customer Service

  Tracfone and Net10 : Cell phones companies in the USA. October ,2007-June,2008Agents providing technical support to customers inside the USA, Virgin Island and Puerto Rico.In charge of the customer satisfaction doing inbound and outbound calls to verify the lines and make sure the customer�s phone was working properly (customer care), CRT (customer retention team - Team lead) supervisor on the phone providing the best service and keep the customer satisfy.

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  Qualfon de Argentina S

  Jun 2008 - Jan 2010

  Touch commerce

  Sales by Chat; Chat management for the following programs: Travelers advantage: sales representative offering discount memberships for hotels (Super8, Ramada, and Howards Johnson and more) and restaurants, thematic marks, Family fun. World Winner: Offering the possible customer to play online for money with the Credit card.

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  Symantec

  Jan 2010 - Jan 2012

  Senior Hub Agent

  Assisting Enterprise customers to solve issues with their products, logging cases, re dispatching cases, verifying entitlement to access to technical support all over the world. Translations by email and online through conferences and remote sessions.Used tools: Oracle, Titan, Apropos, Microsoft Outlook, Internet resources, Internal Databases.

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  Symantec de Argentina

  Jan 2012 - Sept 2012

  Principal Customer Hub

  Delivering training to new hires, providing support and feedback.Assigned trainer on Salesforce for support implementation. Demo session and pre training delivered.

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  Accenture

  Sept 2012 - Jan 2022

  Supervisor of HR transaction analyst for Merck at Accenture, all over Latin America.People in charge: 10Tools: SAP. HTR. Sharepoint.Remedy. Outlook. Sahredmailboxes. Distribution lists.Daily tasks: Follow up with procedures on HR matters, Reporting. Assistance to HR analysts concerns. Permanently contact with client. Workshop for new scope acquisition. PPT's with metrics and monthly results to business partners.Languages spoken: Spanish-English- Portuguese.Merck Operative Coordinator: Identify the best way to distribute the work volume based on global analysis of FTEs, processes and productive time. Analyze trends and take accurate decisions regarding process management. Structures action plans/projects to guarantee SLAs.1st POC of Levels 12 and 13. Encourages open discussion of issues, ideas and competing viewpoints to build ownership.Recognizes what issues need to be raised, to whom and when. Thinks through and recommends practical solutions when raising an issue. Show less

  • Service Delivery Lead

    Jul 2019 - Jan 2022

  • F&A Teamlead

    Aug 2017 - Jul 2019

  • Operative Coordinator para Merck

    Apr 2016 - Aug 2017

  • Incident Coordinator

    Jan 2014 - Apr 2016

  • Service desk (internal TS)

    Sept 2012 - Jan 2014
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  LabsXD

  Jan 2022 - Oct 2023

  Project Management Officer Lead

  PMO team lead. Team management & capacity planner, resource assignment, projects staffing. Time tracking reports. Operative projects’ status meetings facilitator. Working agile with service delivery leads. Analysis of indicators

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  BM Global Services Buenos Aires

  Oct 2023 - now

  Onsite Manager Helpdesk Supervisor

  Supervisor of a 13-member team, responsible for providing technical support for users' laptop applications. Duties include monitoring and assigning daily tasks, managing SLA compliance, and conducting KPI analysis to enhance performance and maintain required metrics. Additionally, I assist team members with escalations and complex ticket resolutions.