José - Project Manager with 10+ years in IT and Software Development

Directed projects across various phases, coordinating teams and resources to meet objectives.

Implemented best practices in SDLC, including requirement analysis, design, and testing.

Led diverse teams, fostering collaboration and professional development.

Acted as liaison between technical teams and clients, ensuring project clarity and stakeholder satisfaction.

Provided customer support for a financial application via live chat and email, assisting users with account setup, transactions, and security-related inquiries., Used Zendesk to manage support tickets and Slack for internal team communication and collaboration., Contributed to the creation of macros and knowledge base articles to improve efficiency and consistency across the support team., Identified recurring technical issues and escalated them to the product team, helping improve the overall user experience.

Reviewed banned and locked WhatsApp accounts to determine eligibility for appeal and potential restoration., Transferred complex cases to the appropriate internal teams, ensuring accurate and timely case handling., Provided professional email support to customers with inquiries about account restrictions, delivering clear and empathetic communication.