View Esteban's professional profile on CazVid.
Demonstrated experience with Customer Service.
Demonstrated experience with Technical Support.
Demonstrated experience with Salesforce.
Demonstrated experience with JIRA.
Teleperformance
First level technical support, resolving queries in real time and complying with key metrics such as CSAT., Immediate solution to medical device failures that present critical situations, thus helping patients who require it for their medical treatment., Training of personnel in tools.
Smile Direct Club
First level technical support, ensuring first contact resolution (FCR) and high levels of satisfaction (CSAT)., Development of technical onboarding programs and training workshops for new hires., POC in ticket management (JIRA), legal processes and technical escalations., Preparation of reports, metrics, training material and performance evaluations.
CSI (Client Services Inc.)
Client portfolio management for financial institutions (CAPONE, CHASE, SYNCH)., Dispute resolution, account reconciliation and payment follow-up., Support in process improvements and internal training.
Hewlett Packard Enterprise (HPE)
Bachelor's Degree
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Demonstrated experience with Excel.
Case management and data analysis using tools such as JIRA, Excel and Word., Leadership of internal process improvement projects and operational documentation., Training of personnel in technical tools and methodologies (RACI, ticketing, reporting)., Active communication with cross-functional teams and presentation of results to stakeholders.
3M
Handling of platforms such as SAP and Salesforce to manage and update customer accounts., Data analysis and validation of legal documents., Update of operational material and resolution of urgent cases.
UCB – Cleveland Clinic Foundation
Patient care and medical data management in systems such as EPIC and PASSPORT., Data analysis for clinical and administrative decision making., Insurance validation, billing and assistance in hospital admission processes.
