KATTIA VANESSA CHAVES ALFARO
San Jose
Summary
With sixteen years of experience in the Customer Service and Technology Industry, I have demonstrated expertise in managing complex scenarios, driving process improvements, and fostering cross-team collaboration. Currently, as a Support Escalation Manager at Microsoft, I act as the primary contact for account-aligned customers, mentor team members, and participate in strategic projects to enhance customer satisfaction. Previously, as a Senior O365 Data Protection Support Engineer at Microsoft, I developed specialized skills in managing trial extensions, fraud prevention, and handling politically sensitive customer situations. At Carlson Wagonlit Travel, I provided consulting services for business travel itineraries and was recognized as a top performer. At Intel, I served as a Subject Matter Expert, handling email escalations and improving departmental procedures. During my tenure at AT&T, I provided technical assistance for cell phones and tablets, achieving top seller status. At Bank of America, I worked as a Teller Positive Pay Specialist and Foreclosure Department Specialist, delivering world-class customer service and participating in fraud prevention projects.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Support Escalation Manager
Microsoft
06.2022 - Current
As the primary contact for account-aligned customers, I understand issues and improve experiences by maintaining relationships with internal and external teams to resolve customer issues. I mentor team members and participate in strategic projects to enhance resolution times and customer satisfaction. I provide status updates to customers and stakeholders, identify trends, and suggest improvements. Collaborating with engineering and operations teams, I manage escalated issues and ensure processes do not hinder resolution. I manage customer and field expectations, keeping stakeholders informed on issue response and resolution status. I identify systematic issues, participate in improvement projects, and create executive summaries detailing customer issues and their impact on the business. I drive relationships with outsource vendors for issue resolution and support strategies to resolve customer issues, fostering positive cultural and behavioral changes.
O365 Data Protection Support Engineer
Microsoft
06.2017 - 06.2022
Proficient in Office 365 portal and cloud services, with strong troubleshooting skills for non-technical inquiries. Demonstrates organizational, time management, multi-tasking, project management, and negotiation abilities. Efficient in cross-group collaboration and proficient in MS Office, internet search engines, DNS, and mail-related DNS records. Excels in computer navigation and fast typing, scoping customer issues, conducting research, and involving other teams as needed. Acts as a customer advocate, empowering customers to self-solve and advising on Microsoft products. Documents technical work to improve support experience, maintaining a proactive approach to customer satisfaction.
Education
MEP High School Diploma -
Advance English course - undefined
NLC (Natural Learning Corporation)
Skills
Operations Management
Cross-Functional Teamwork
Customer Service
Team Leadership
Time Management
Decision-Making
Communication Skills
Data Analysis
Adaptability and Flexibility
Technical Skills
Certification
- MEP High School Diploma
- Advance English course taken at NLC (Natural Learning Corporation)
- Kepner Tregoe Practitioner
- Developing Your Leadership Philosophy
- Coaching Skills for Leaders and Managers
- Improving Your Listening Skills
- Learning Cloud Computing: Core Concepts
- Introduction to Microsoft 365 for IT Pros
- Having Difficult Conversations
- Mentoring Others
- Digital Accessibility for the Modern Workplace
- Working with Upset Customers
- Sustainability in Action Badge
- Microsoft 365 Copilot AI Navigator Badge
- Lean Six Sigma: Analyze, Improve, and Control Tools
- Operational Excellence Foundations
- Six Sigma: White Belt
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Portuguese
Intermediate (B1)
French
Beginner (A1)
Timeline
Support Escalation Manager
Microsoft
06.2022 - Current
O365 Data Protection Support Engineer
Microsoft
06.2017 - 06.2022
Advance English course - undefined
NLC (Natural Learning Corporation)
MEP High School Diploma -
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