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Emilio
Customer Operations & Technical Support
Contact
Competencies
Experiencia demostrada en Tier 1/2/3 Troubleshooting.
Experiencia demostrada en Escalation Management.
Experiencia demostrada en Root-Cause Analysis.
Experiencia demostrada en First-Contact Resolution.
Experiencia demostrada en SLA & Case Management.
Education
Languages
Summary
Perfil profesional
Experience
Customer Operations & Technical Support
Delivered advanced technical troubleshooting for reservation systems, improving first-contact resolution and reducing repeat tickets.. Administered the ticketing system end-to-end: case triage, routing, reporting, and data-quality management.. Provided support across phone, email, and chat while maintaining 98%+ SLA compliance.. Built and deployed an internal quotation web application (HTML/CSS/JavaScript) that reduced processing time by 40%.. Integrated AI/LLM APIs into internal tooling to automate repetitive workflows and speed up case handling.
Sales Agent → Technical Trainer / Supervisor
Designed and delivered technical, product, and onboarding training that raised team troubleshooting proficiency.. Managed multi-site teams and resolved customer escalations, supporting retention.. Oversaw contract administration, reporting, and compliance to improve operational accuracy.