Cindy Sánchez Aguilar

Take L2 escalations and provide faster and accurate resolution. Deliver training for new products. Provide coaching, mentoring, to the agents and quality for existing cases. Present a monthly business review performance with the client. Create action plans and reach the goals expected by the client. Document process (KCS) for known issues and workarounds.

Provide high efficiency and premier support to OEMs, and enterprise customers. Be ready to troubleshoot and resolve lines down situations. Accomplish the SLA requested by the customer. Follow up accordingly and set up remote assistance if needed.

Listen and respond to customer inquiries on the telephone, through on-line networks, Email, chat, Social Media, Forums, etc

Maintain adequate technical proficiency in products and platforms assigned. Keep and update pertinent paperwork and records through data entry.

To follow up on the customer’s issue until it is solved. Provide troubleshooting, presales, configuration, basic OS support to end users.

Take incoming tickets/requests and achieve the SLA. Processing purchase order data via SAP. Handle reports with Excel and run Macros. Document and follow the Business Processes.

Take incoming requests from resellers and help them with his sales inquiries and program membership. In Spanish, Portuguese and English.