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Marvin
Technical Support
Contato
Competências
Used SQL for database querying and data manipulation in financial analysis.
Created complex spreadsheets, pivot tables, and macros for data reporting.
Designed dashboards and visual reports to summarize key performance metrics.
Interpreted data to assess financial performance and inform strategic decisions.
Formação acadêmica
Resumo
Specialized in collecting, analyzing, and visualizing financial data to support strategic decisions.
Principais conquistas
- Led data collection and analysis processes to support financial decision-making
- Developed reports and dashboards to visualize key metrics for stakeholders
- Utilized SQL and Excel to streamline data processes and improve reporting accuracy
Experiência
Technical Support
Provided comprehensive technical assistance and remote support for Microsoft employees and contractors, ensuring swift issue resolution., Proactively identified improvement opportunities, enhancing overall service efficiency and user satisfaction., Successfully resolved complex hardware and software issues, maintaining a high first-contact resolution rate.
Interpreter
Provided expert interpretation services between English and Spanish across various sectors, including legal, medical, and financial., Facilitated effective communication for clients, ensuring accurate understanding of complex information.
iTero Tech Support
Provided technical support to dental offices across America, ensuring optimal functionality of iTero scanners., Diagnosed and resolved issues via TeamViewer sessions, including OS reinstallation and hardware replacements., Consistently met and exceeded metrics such as Average Handling Time (AHT) and Average Talk Time (ATT).
Team Lead
Led a team of 10 in providing exceptional technical support for the Microsoft account., Enhanced sales for premium technical support services through strategic coaching and performance analysis., Conducted quality evaluations and managed payroll, ensuring team efficiency and satisfaction., Delivered daily troubleshooting guidance to agents, improving overall service quality.
Supervisor
Led a team in providing exceptional customer service support via chat, email, and voice for cable services., Identified low performers through metrics analysis, coaching sessions, and QA evaluations to enhance team performance., Conducted daily team huddles to motivate staff and set clear targets, fostering a collaborative environment., Delivered weekly reports outlining areas for improvement and actionable solutions, contributing to overall team success.