Experience

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  Universidad libre de costa rica

  Nov 2006 - Oct 2008

  Audiovisual technician

  Universidad Libre de Costa Rica. Provided technical assistance to students and internal company employees in their PC issues, as well as maintaining a schedule and logistics management for students to use audiovisual equipment for their classes

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  Stream global services

  Oct 2008 - Jul 2009

  Bilingual support proffesional

  Stream Global Services (now Concentrix), senior backup attending customer escalations and technical/processes consultations, provided excellent customer service to US/CA customers.Phone Sales, order processing.Time Warner Cable Technical support

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  Hp

  Jul 2009 - now

  Experienced, customer-facing service and support professional who provide escalation support, proactive support, reporting, and consulting for select strategic sales accounts.Key Account relationship management, sales support, business escalation manager.Manage relationship with multiple departments within the company for seamless, single point of contact customer experience.Identifying points of product performance or product quality trending and action where needed.Post Sale Product end to end Escalation and Support managementFocused on Product & Service QualityTrending & Analysis ReportingOnsite customer visits for relationship building Mostrar menos Retail support Group: In charge of people development, ensure accounts are handled in an excellent and timely manner, providing solutions both technical and non tech to ensure customer satisfaction, metric analysis and action plan development, excellent employee engagement index FY-18. Managed projects to improve team’s performance and team’s technical development.Consumer Escalations (2019): Take ownership of a new team, anticipate, learn, adapt and implement management of change to achieve team development and ensure optimal performance, create plans to bring the team to the next level. Mostrar menos Retail Support Group, Successfully transitioned the Consumer Retail Support Group to Costa Rica with excellent results since the first 6 months, assist people as a mentor/coach to promote individual performance goal improvement, taking customer escalations and turning them into happy customers, reporting, agent real time monitoring, quality assurance analyst. Act as supervisor when needed, operational metrics analysis and team action plan implementation. Executed required tasks to complete the RSG merge for the technical and non-technical side of the business to become a single team. Lab Maintenance to meet the Lean 5S model. Maintaining consistent levels of SLA for both email and phone support, and executing corrective actions when required to improve SLA. Mostrar menos

  • Customer Assurance Manager

    May 2019 - now

  • Customer Service Supervisor

    Jul 2016 - May 2019

  • Technical Team Lead

    Nov 2014 - Jul 2016

  • Technical Subject Matter Expert

    Jul 2012 - Nov 2014

  • Software Support Engineer

    Jul 2011 - Jul 2012

  • Technical Solutions Specialist

    Jul 2009 - Jul 2011