Javiera Sepúlveda Pinto

Employment Type: Hybrid

• Manage and resolve on average 35 daily IT-related queries and incidents via calls, chats, and tickets.
• Conduct weekly quality audits, participate in calibration meetings, and review customer satisfaction (CSAT) data to identify areas for service improvement and implement corrective measures. Which has lead to an increase in quality accuracy of 27% surpassing the client's requirements.
• Enhanced team's service delivery by leading trainings of the project's procedures and technical workflows.
• Assist in the management of major incidents by compiling critical information to the appropriate teams, with 0 major incidents missed over the past year.

Remote

• Improved students' written and verbal English skills through personalized lessons, tailoring each class to individual needs and goals.
• Managed all aspects, including scheduling, communication, and progress tracking

• Assisted in managing and tracking distilled production, including daily updates of external fruit purchases and inventory control.
• Prepared and processed invoices for clients and suppliers.
• Supported sales operations, restocked the salesroom, managed inventory, and participated in corporate events to showcase products.