Fabiola Diaz

Bilingual professional with extensive experience in customer support and services in multinational companies and as abroad, acquiring solid knowledge in administration platforms, control, analysis and support of technological services achieving a high level of customer satisfaction. Stands out as a team leader, communication skills, flexibility, fast learner, teamwork, able to work under pressure, motivational, adaptability to change among others, with a permanent orientation to the fulfillment of goals and objectives delivering an excellent service to customers. Has been recently trained with agile methodologies such as; ITIL v4 Foundation, Scrum Master Professional and Product Owner certifications.

Responsible for leading the service desk, overseeing daily operations, ensuring customer satisfaction levels (CSAT), and meeting SLAs. Monitoring KPIs and analyzing improvement opportunities.
• Schedule planning and coordination of daily team activities. 
• Performance evaluation through phone monitoring, NPS, performance tests, and ticket review.
• Incident and escalation management handles and supervises escalation situations within the organization, resolving issues or concerns that go beyond the resolution level of support or customer service teams.
• Team leadership providing ongoing training, motivation, and effective communication. 
• Proficient in tools such as Active Directory, Citrix, VPN, JIRA, SAP, O365, Digital Workplace, Remedy, Pure Cloud, and GeoVictoria, among others

Univerdiad Mayor,  2014 -2015, Ingenieria Informatica

Courses: 

Design Thinking, ITIL Foundations v4,  Leadership and teamwork

Certifications:

Scrum Foundation Professional SFPC

Scrum Master Professional SMPC