Cristhian Rivera Davila

• Monitored emails, organized inbox, and prioritized messages for supervisor.
• Answered and screened calls to provide information, schedule appointments and take detailed messages.
• Facilitated smooth operations with proficient data entry and document management for various projects.
• Maintained a well-organized database system for improved information accessibility in daily operations.
• Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
• Improved operational efficiency by organizing digital files and creating more accessible database for critical information.
• Managed diverse range of administrative tasks, ensuring timely preparation and submission of documents and reports.

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
• Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
• Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
• Completed software updates and assessed security patches for optimized computer use.
• Optimized networked software and operating systems by applying updates and patches.
• Analyzed and interpreted customer requirements to develop engineering solutions.
• Provide first level resolutions for EUC and Business Applications, Ticket creation/Categorization / Prioritization Ticket escalation to respective Support Group, Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps, Ticket update and Closure. Installs, configures, and tests

operating systems, application software, and system management tools. Ensures the highest level of systems and infrastructure availability. Implements warranty and support activities. Evaluates the existing systems and provides the technical direction to IT support staff. Remote support provides prompts and reliable technical assistance to company employees desktops, laptops, printers, and other miscellaneous peripheral devices.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Identified and resolved discrepancies and errors in customer accounts.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Oversaw quality control measures, maintaining high standards for all project outputs.
• Evaluated staff performance and provided coaching to address inefficiencies.