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Management and Technical Specialist with 10+ years in Customer Support and Analytics
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Competencies
Provided technical and service support across multiple industries, including pharmaceutical, food, and IT sectors.
Managed incident resolution processes, enhanced communication for technical teams, and handled escalations effectively.
Participated in designing and implementing learning models for sales forecasting accuracy at Kyndryl.
Led teams in customer support environments, providing coaching, handling escalations, and managing workflows.
Utilized a range of technical tools to investigate, resolve issues, and improve service delivery.
Education
Languages
Summary
Versatile professional with over 10 years of experience in customer service, incident management, and data analysis within diverse industries including IT, pharmaceutical, and food services. Skilled in leading teams, managing crises, and leveraging technical tools for operational excellence.
Key Achievements
- Led Workforce Management initiatives at Kyndryl, improving sales forecasting accuracy through advanced predictive analytics models.
- Streamlined communication and technical support processes across multiple global service desks at Pfizer, Grupo Bimbo, and Metlife.
- Managed teams and handled escalations at Sykes, providing coaching and ongoing development to customer support personnel.
Experience
Lead, WorkForce Management
Investigated and resolved complex client cases via ticketing systems, effectively utilizing Salesforce, Google Workspace, Oracle, Workday., Collaborated with cross-functional teams to design and implement advanced learning models for predictive analytics, resulting in a quantifiable improvement in...
Microsoft Critical Situation Manager
Served as a strong advocate for customers, ensuring their needs were met and making valuable contributions to Microsoft's customer service, engineering, and quality assurance efforts., Reviewed executive email communications, analyzing and enhancing emails for effectiveness., Translated...
Incident Manager, McDonald's Adaptive Management Service
Provided exclusive monitoring service to MacDonald, assisting with real-time hardware malfunction by filling reports of devices., Scheduled physical appointments with engineers for issue resolution.
Global Service Desk, Pfizer
Assisted doctors and engineers regarding pharmaceutical-related matters through internal systems., Recorded incidents in internal ticketing system., Identified and assigned unresolved issues as a first-line investigator.
Global Service Desk, Grupo Bimbo
Resolved technical issues related to computer credentials, ensuring user queries were captured and triaged.
Global Service Desk, Metlife
Assisted customers in the United States, Canada, and Latin America with printing and imaging issues., Provided support for All-In-One Printers and other third-party brands.
Team Manager
Worked in various roles including Customer Service Representative and Floor Support Representative., Handled call escalations and provided ongoing coaching and development to team members.