Andrea Calvo Rodríguez

• Managed Hypercustomer Program (Premium Support), implementing specialized processes and standards tailored to key clients.

-Ensured efficient, timely service through a personalized approach focused on client needs.

-Coordinated with cross-functional teams, including TAMs, SAMs, CSMs, and dedicated agents, to enhance customer experience.

• Developed and delivered training programs for support engineers, increasing their knowledge and effectiveness.
• Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Collaborated with cross-functional teams to troubleshoot and resolve issues, ensuring minimal downtime for clients.
• Delivering 1:1 sessions to improve worker performance.
• Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
• Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
• Conduct requirement analysis of existing procedures and metrics structuring developments for revision and implementation of streamlined operations, resulting in operational procedures and KPIs compliance.
• Ensures timely updates and distribution of new procedures, and proactive tracking gap areas to ensure accurate support, and resolution of inquiries or discrepancies.
• Increased customer satisfaction ratings to 95%.
• Analyze, review and keep documents and procedures required to maintain the quality of the service updated.
• Mitigated potential procedure discrepancies by running ad hoc reports and implementing changes to improve service and experience.
• Manages the business resilience program, developing best practices to optimize adaptability and mitigate procedure and/or operation risk.

• Supervise and manage Tier 1 and 2 support operations, ensuring compliance with company regulations and procedures.
• Conduct 1:1 coaching sessions to enhance employee performance and operational efficiency.
• Make strategic decisions at the contractual level, influencing policies and service agreements.
• Analyze team performance, identify areas for improvement, and implement development strategies.
• Review fiscal quarter results, leveraging data insights, client feedback, and key metrics for informed decision-making. Evaluate existing procedures and conduct requirement analyses, structuring improvements for streamlined operations and KPI compliance.
• Ensure timely updates and distribution of new procedures, proactively identifying gaps to maintain service accuracy and resolution efficiency.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Maintain and review critical documentation, ensuring procedural integrity and consistent service quality.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Leveraged data and analytics to make informed decisions and drive business improvements.

• Lead administrative-level discussions with various business units to drive service improvements.
• Monitor key performance metrics and engage with stakeholders to ensure operational excellence.
• Deliver superior customer support to internal and external clients, assisting with account management and essential service maintenance.
• Identify and mitigate procedural discrepancies by running ad hoc reports and implementing strategic improvements to enhance service quality.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
• Evaluated customer needs and feedback to drive product and service improvements.
• Generated reports detailing findings and recommendations.
• Educated staff on organizational mission and goals to help employees achieve success.