Guarantee Afiniti solution is up and running properly, facilitate the communication within the team by being the focal point of the communication. Make sure that AI solution is returning the expected gain, previously agreed in contract with client. Host weekly meetings with all stakeholders. Host meetings with client for business and technical purposes.

Guaranteed Afiniti solution is up and running properly, facilitated the communication within the team by being the focal point of the communication. Made sure that AI solution is returning the expected gain, previously agreed in contract with client. Hosted weekly meetings with all stakeholders. Hosted meetings with client for business and technical purposes.

Make sure all teams involved in the project are well communicating to each other, according to the communication plan, schedule frequently status report maintaining the project in accordance to the scheduled, keep project finances under control. Interact with all company areas, work closely with sales team, prospecting new opportunities. Goal - deliver great experience to our customer.

Made sure all teams involved in the project are well communicating to each other, according to the communication plan, scheduled frequently status report maintaining the project in accordance to the scheduled, kept project finances under control. Interacted with all company areas, worked closely with sales team, prospecting new opportunities. Goal - deliver great experience to our customer.

Establish a good relationship with customer, engaging internal teams and partners, seeking out to surpass customer expectations. Manage tier 1 technical support team tickets administration, treatment, quality and escalation. Contract validation and interactions with other areas. Make sure all customers demand are meet, thru KPIs, such as: ChatTelephoneAvailability Answer QualityAvailability Call Center Metrics (TMA, ACD, Call Routing etc)Incident Ticket managementTeam Capacitation and Improvement- First Response - Restore/Resolve date - Update - Case QualityKnowledge Trainning Processes Training Skill improvement (trainings, day to day tasks)

Established a good relationship with customer, engaged internal teams and partners, sought out to surpass customer expectations. Managed tier 1 technical support team tickets administration, treatment, quality and escalation. Contract validation and interactions with other areas. Made sure all customers demand are meet, thru KPIs, such as: ChatTelephoneAvailability Answer QualityAvailability Call Center Metrics (TMA, ACD, Call Routing etc)Incident Ticket managementTeam Capacitation and Improvement- First Response - Restore/Resolve date - Update - Case QualityKnowledge Trainning Processes Training Skill improvement (trainings, day to day tasks)

As a T1 Technical support analyst, my job was to take first contact interactions with Avaya customers, where I understood their needs, validate contracts, create incident tickets, escalate and manage them based on ITIL procedures. Ticket escalation involved international teams based on India, China, United States and Canada.

Took first contact interactions with Avaya customers, where I understood their needs, validated contracts, created incident tickets, escalated and managed them based on ITIL procedures. Ticket escalation involved international teams based on India, China, United States and Canada.

Trainee and production Assistance for 4 main TV Shows in SBT. During this job I was part of the team who project managed the show from the ground up. My main tasks were brainstorming ideas with Producer, research, plan, implement and execute these projects.

Trainee and production Assistance for 4 main TV Shows in SBT. During this job I was part of the team who project managed the show from the ground up. My main tasks were brainstorming ideas with Producer, research, plan, implement and execute these projects.