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Ayudar a las TI de las empresas a aplicar las mejores practicas en los procesos y gestión eficientes Centros de Contacto,Mesas de Ayuda o Service Desk para que TI agregue valor a los procesos críticos de los negocios y la organización vea a TI como un socio estratégico.

PRINCIPALES LOGROS

DATCO ( 2012 a la actualidad )
Implemente la mesa de ayuda de DATCO para AXIONENERGY alcanzando los niveles de servicio establecidos por el Cliente. Actualmente maneja 9 puestos de trabajo manejando 3500 incidentes mensuales.
Participe de la implementacion del proceso de Change Managment.

PETROBRAS ARGENTINA ( 2003 - 2009 )
•    Consolidé el equipo del CPS integrando los dos equipos existentes de Petrobras Argentina (CAU) y el de PESA (CPS) durante la integracion de las dos empresas, alcanzando los objetivos de servicio establecidos.
•    Implementé en conjunto con la Gerencia de Cuentas a pagar el CAP ( Centro de atención de proveedores ) el cual tenia 3 posiciones que atendían los llamados de los proveedores de Petrobras
•    Participé del armado de NEXO ( Recursos Humnos ), ayudando con los procesos de atención y la herramienta de registración de llamados
•    Participé del armado del Service Desk Internacional de Petrobras con 60 puestos de trabajo y más de 100 agentes, con certificación ISO 9000 y aplicando las prácticas ITIL, con parámetros comparativos de la industria en forma sistémica (benchmarking), por lo que BMC SOFTWARE nos distinguió con el “EXCELLENCE AWARD” FORUM06. Colaboré con el traspaso del Service Desk a modalidad de outsourcing (licitación adjudicada a ACCENTURE). Atiende más de 30.000 incidentes mensuales, con un tiempo medio de espera en línea por parte del usuario de 6 segundos, con una duración media de 4 minutos 03 segundos por llamada, tasa de llamadas abandonadas: 1,24%, índice de satisfacción del cliente: 92%.

Especialidades: Gestion y Operacion de Mesas de Ayuda, Call Center, Service Desk
Procesos y Mejora continua
Atención al Cliente
Herramienta Remedy
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