Catarina A

Service Desk

Dell Technologies • Full-time

Apr 2024 - Present • 2 yrs 5 mos

PLEASE BE AWARE THAT DUE TO BUGS WITH THE SITE/ APP I AM NOT ABLE TO INSERT THE CORRECT COMPANY NAME. CORRECT COMPANY NAME: Convatec • Manage the full lifecycle of incidents and service requests, including triage, investigation, resolution, and documentation, in accordance with ITIL practices. • Support on the first step of Major Incident Process (urgency and impact assessment, users communication, collecting information and apply work arounds) • Escalate tickets to the appropriate support lines/queues when out of scope, undocumented, or requiring specialized intervention, ensuring clear and complete handover notes. • Provide real-time assistance through Live Chat, offering quick troubleshooting, guidance, and updates. • Maintain ticket quality by keeping all information updated, accurate, well-categorized, and aligned with SLA requirements. • Monitor queue health, ensuring correct prioritization, controlled backlogs, and stable service levels. • Focus on core KPIs such as SLA, FCR, and eNPS, contributing to a reliable and user-centric support experience. • Administrative Support to the department Manager • Create and update user communication templates, procedures, and documentation to improve consistency and reduce handling time. • Provide support during onboarding training sessions for new agents. • User Acceptance Testing (UAT) for the ticketing platform. • Working with Improvement Coordinator and Team Lead in improvement opportunities, actively contribute to the ongoing enhancement of service processes and user experience.

IT Help Desk

Capgemini • Full-time

Jan 2023 - Mar 2024 • 1 yr 2 mos

PLEASE BE AWARE THAT DUE TO BUGS WITH THE SITE/ APP I AM NOT ABLE TO INSERT THE CORRECT COMPANY NAME. CORRECT COMPANY NAME: Bravantic SA • Performed quality review of technicians tickets and calls, assessing adherence to procedures and communication standards and correct categorization. • Ran shadowing and training sessions based on quality review findings to address performance gaps • Proposed and implemented procedure changes and improvement plans resulting from QA analysis. • Scheduled 1:1 follow-ups when necessary for lower QA results. • Manage the full lifecycle of incidents and service requests, including triage, investigation, resolution, and documentation, in accordance with ITIL practices. • Support on the first step of Major Incident (urgency and impact assessment, users communication, collecting information and apply work arounds) • Escalate tickets to the appropriate support lines/queues when out of scope, undocumented, or requiring specialized intervention, ensuring clear and complete handover notes. • Provide real-time assistance through calls for troubleshooting, guidance, and updates. • Maintain ticket quality by keeping all information updated, accurate, well-categorized, and aligned with SLA requirements. • Monitor queue health, ensuring correct prioritization, controlled backlogs, and stable service levels. • Focus on core KPIs such as Service Level, AHT, CAR,ASA, FRT, Reopen Rate, Resolution Time, Tickets volume, contributing to a reliable and user-centric support experience.

Customer Service Representative

Teleperformance • Full-time

Oct 2020 - Oct 2022 • 2 yrs

Customer Service Representative | Feb 2022 – Oct 2022 (ENG/PT) • Supported team management with Team daily tasks • Provided support and guidance to new agents through shadowing and training sessions • Handled customer calls and emails related to billing, invoices, products and services issues • Identified customer needs and drove resolution to ensure satisfaction • Escalated cases to other departments when necessary with clear handover documentation • Maintained accurate records of customer interactions and actions taken. Back Office | Oct 2020 – Feb 2022 (ENG) • Supported team management with Team daily tasks • Provided support and guidance to new agents through shadowing and training sessions • Managed order returns, exchanges and resolutions of issues such as loss, damage or replacements. • Initial process for fraud review. • Kept customers informed on case status, response times and next steps. • Maintained detailed records of customer interactions across calls and email channels