Karla Espinoza
Coronado
Summary
Customer-focused professional with successful five -year career in Service Delivery sector. Dynamic successful applying resilience and time management in busy business environment. Self-motivated Senior Incident Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Incident and Critical Situation Support Manager
Accenture In Partnership With Microsoft.
01.2019 - Current
- Managed daily operations to ensure smooth functioning of the support department.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Monitored ticket resolution rates closely, taking corrective action when necessary to maintain high-quality service standards.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns.
- Established strong relationships with key stakeholders, fostering open communication channels for enhanced cooperation.
Executive Administrative Assistant
Service International
10.1996 - 09.2018
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Scheduled appointments and handled calenders for senior leadership.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Drafted professional correspondence on behalf of executives, fostering strong relationships with clients and partners alike.
- Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.
- Handled confidential and sensitive information with discretion and tact.
- Answered high volume of phone calls and email inquiries.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Took notes and dictation at meetings.
- Screened personal and business calls and directed to appropriate party.
Education
Diploma of Tourism Studies - Business Administration And Management
Colegio Universitario Cartago
CartagoSkills
- Technical support expertise
- Teamwork and Collaboration
- Problem-Solving
- Continuous Improvement
- Customer service expertise
- Work Planning and Prioritization
- Decisive Decision-Making
- Stakeholder Management
- Communications support
- English, French, Portuguese Fluency
- Meeting Coordination
- Negotiation and Conflict Resolution
Certification
- ITIL Foundation (IT Service Management).
- Microsoft Technical Curricula (Cloud Fundamentals).
- Microsoft Technical Skills Initiative (Technical capabilities and mastery solutions)
- Accenture Technology Quotient.
- Microsoft Excel 2.
Languages
Spanish
Native language
English
Advanced
C1
French
Advanced
C1
Portuguese
Elementary
A2
German
Elementary
A2
Timeline
Incident and Critical Situation Support Manager
Accenture In Partnership With Microsoft.
01.2019 - Current
Executive Administrative Assistant
Service International
10.1996 - 09.2018
Diploma of Tourism Studies - Business Administration And Management
Colegio Universitario Cartago
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