Tomas Corella

Delivered comprehensive application support to business partners seeking seamless integration of DocuSign into their daily operations. Provided assistance to developers utilizing Python, C#, and Java languages.

• Facilitated mentoring and shadowing sessions for new team members to enhance performance and ensure efficient backlog maintenance.
• Supported management teams in addressing high-risk cases from key partners, employing white-glove approach to transform client experiences into positive outcomes. Utilized effective communication and innovative solutions to meet customer needs.

Delivered comprehensive end-to-end support to customers, including root cause analysis, and troubleshooting processes. Additionally, served as a subject matter expert, providing support to peers, addressing inquiries, and assisting with potential escalations.

• Documented recurring issues with customers, outlined troubleshooting steps, and identified patterns to improve customer experience and reduce resolution time for the entire team.

Delivered technical support for physical devices, computers, and applications via phone, chat, and email channels. Proactively followed up on solutions, replacements, and compensation to ensure customer satisfaction.

• Capturing training insights to effectively communicate to managers, enhancing explanation and implementation of day-to-day tasks. Contributed to the implementation of improvements in future training sessions. Additionally, served as a mentor and provided shadowing support to new team members.