Nicholas Benavides

Experience

• 

  Dell

  Jun 2011 - Jul 2012

  Order Management Associate
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  KPMG

  Oct 2012 - Aug 2013

  IT Local Support

  - Provide end-user technical support to the firm's internal members.- Responsible of coordinating with providers, installations, operations and maintenance of all high volume printers.- Assist and support to our LAN infrastructure's administration tasks.- Provide assistance to our IT management in project management duties.

• 

  Cable & Wireless Panama

  Oct 2013 - Jan 2014

  Mobile Network Engineer

  - Provide on site support and maintenance to mobile network radio base stations.- Work together with contractor personnel and all related departments in the renewal and change of radio base technology.- Work together with our network operation center, validating real-time status information of the radio base stations across the country.

• 

  Dell Technologies

  May 2015 - now

  - In charge of providing backend support to a group of senior frontline technicians, in terms of delivering an excellent customer experience to Dell’s customers.- Scrub/Audit our team members interactions with Dell´s customers and deliver constructive feedback to our agents, following up closely their improvement.- Create and manage development metric based plans to improve the service provided by our team members.- Handle and assist in escalations, where customer experience has been affected.- Manage to engage cross functional departments/teams, in order to get into a resolution for issues reported by our customers. Show less

  • NA Client Tech Support Manager

    Aug 2021 - now

  • NA Client Pro Support Quality Lead

    Jun 2019 - Jul 2021

  • Enterprise Tech Support Sr. Analyst

    May 2015 - Jun 2019