Amanda Dos Santos Email and Phone Number

Working as Customer Experience and Knowledge Champion for Latin America.Manage and optimize IT service management processes, ensuring compliance with industry best practices and standards. Implement and configure ITSM tools, such as Service Now and Happy Signals to automate workflows and improve operational efficiency. Develop and maintain service catalogs, service level agreements (SLAs), and policies for change, incident, and problem management.

As a Track Lead managing a Service Desk, main actions involve leading the technical support team, ensuring efficient and timely resolution of incidents and service requests. Additionally, establish and monitor performance metrics, implement process improvements, and foster collaboration among teams to ensure excellent customer service. Also responsible for providing training and guidance to team members, ensuring they are up-to-date with best practices and equipped to handle daily… Show more As a Track Lead managing a Service Desk, main actions involve leading the technical support team, ensuring efficient and timely resolution of incidents and service requests. Additionally, establish and monitor performance metrics, implement process improvements, and foster collaboration among teams to ensure excellent customer service. Also responsible for providing training and guidance to team members, ensuring they are up-to-date with best practices and equipped to handle daily challenges. Show less

Working on Service Desk transition project, focuses in Knowledge Base and Countinous Improvement.