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Administración de la Oferta de Paquetes Prepago, Evaluación de Proveedores para Nuevos Productos, Supervisión de la Red de Telefonía y Conmutadores para Presidencia y la Unión Europea, Instalación de Equipos de Microondas para Telefonía Fija e Instalación de Equipo de Entretenimiento

Reducción en tiempos de respuesta de soporte en hasta 96%
Recuperación del servicio del cliente en 60% menos tiempo del habitual
Disminución de la nula o lenta atención del proveedor a casos escalados
Optimización en entrega/recepción de SVAs, mejorando la imagen de la compañía","rawText":"Ingeniero en Electrónica con 18 años de Experiencia en Soporte a Servicios de Valor Agregado, Negociación de WLA y SLA. Administración de la Oferta de Paquetes Prepago, Evaluación de Proveedores para Nuevos Productos, Supervisión de la Red de Telefonía y Conmutadores para Presidencia y la Unión Europea, Instalación de Equipos de Microondas para Telefonía Fija e Instalación de Equipo de Entretenimiento Reducción en tiempos de respuesta de soporte en hasta 96% Recuperación del servicio del cliente en 60% menos tiempo del habitual Disminución de la nula o lenta atención del proveedor a casos escalados Optimización en entrega/recepción de SVAs, mejorando la imagen de la compañía","canEdit":false,"editUrl":"https://www.workana.com/freelancer/41b9e254b4a49ae569bc691d2f5cae3f/profile/description","g11n":{"edit":"Editar","save":"Guardar","cancel":"Cancelar","warning":"Cuidado: No compartas datos de contacto o podrás ser bloqueado.","expandText":"Ver más detalles","collapseText":"retraer","placeholder":"Sintentiza en pocas palabras aquello que mejor te define como profesional. Muestra al mundo lo que puedes brindar para darle dirección a tu carrera freelance. Ej: Diseñador de imagen y sonido especialista en videos institucionales y retoque fotográfico"},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Historia laboral","dangerouslyWillBeRenderAsHtml_text":"Analista de Help Desk Datos (2007-2016)
Responsable de brindar soporte a servicios de valor agregado para clientes corporativos y servicio de Internet en redes celulares, 2G, 3G y 4G a clientes corporativos. Cerrar acuerdos de trabajo para nuevos productos y/o servicios.

·    Diseño de una base de datos para incluir los servicios de valor agregado. Reducción en tiempos de respuesta de 24 a 1 hora y en casos sin resolver en 85%. Mejora en escalamiento de reportes sin resolución por parte del área en 100%.

·    Diseño de metodología para atención a correo electrónico de soporte del área por el personal con seguimiento a reportes generados. Reducción en conflictos entre miembros del equipo y en imagen de la compañía frente al cliente.

·    Reactivación en servicio de mensajería, agilizando el funcionamiento del servicio del cliente y evitando cancelación del servicio por parte del cliente.

·    Negociación con proveedor de servicio, mejorando tiempos de respuesta y capacitación. Reducción en tiempos de respuesta del proveedor (inexistentes previamente) y en tiempo de 24-48 a 3 horas. Mejora en respuestas en casos escalados en 100% y en imagen frente al cliente.

·    Creación de proceso para seguimiento por el personal del área para la entrega/recepción de servicios de valor agregado y/o expansión de los servicios existentes. Reducción en tiempos de entrega de nuevos servicios por parte del área de desarrollo y soporte y en tiempos de entrega a personal.

Analista de Servicios de Productividad (2016-2017)
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