Andrés Castaño Email and Phone Number

-Review the work of the team ensuring a high quality of work that contributes to achieving set KPI's.-Act as an escalation point for challenging, urgent cases and alerts management of high priority issues that need tending to-Effectively work with peers and leaders on a team-oriented projects - Provide feedback to Product teams from customer interactions with a goal of improving customer satisfaction and reducing the demand for support.-Mentor less experienced team members- Work with Management team on regular basis to ensure quality of support product - Work a limited number of cases to keep apprised of new product functionality and support challenges.-Identify opportunities to create knowledge content to aid future problem solving and customer self service. -Provide feedback to the product teams on case trends and product issues, having an indirect effect on the Product life cycle and development. -Coordinate activities to assist customers experiencing a high volume of concurrent issues before the situation escalates. -Make decisions pertaining to the prioritization and quality of work within the team and provides coaching where improvements could be made.

Responsible for resolving time-sensitive technical incidents for major companies. Responsible for personally working with and owning support implementation projects for strategic customers. Customer advocate responsible for delivering world-class and personalized customer service. Subject matter expert in Oracle Field Service (listed as the leader in Field Service SaaS products by the Gartner Magic Quadrant). Consistently recognized with outstanding feedback in annual performance appraisals, only awarded to the top 5% of the company employees. Serve as a mentor for new and existing engineers. Create and maintain internal and customer-facing documentation. Responsible to perform manager duties while on manager’s absence. Accomplishments• Successfully improved relationships with top accounts (Telefonica Global, Windstream, Coca Cola Puerto Rico, Dish Networks, Vodafone) by ensuring environment stability pre and post go-live. • Resolved over 70% of issues reported within established SLAs eliminating the need to involve other internal teams.• Efficiently assisted sales team by retaining accounts in risk of contract termination. • Around 80% of the answers created obtained a “Helpful” rating by external customers.• Led datacenter migration projects for 10+ large-scale customers.• Enhanced internal support processes that ultimately improved customer satisfaction.

Responsibilities• Managed branch in the absence of branch manager• Supervised head teller and tellers in the manager's absence• Build and promote branch identity, drive sales and promote overall ownership and accountability for improving customer service and branch success• Provided quality customer service through personal contact with customers and prospects in adherence with company policy• Handles customer issues in person or over the phone with their bank product or service by assisting in researching and solving the issue• Reviews and approves requests to include approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts• Works to meet existing branch performance standards in areas such as operating control loss, tellers' level of experience, bank secrecy, and compliance with established policies and procedures• Continues to building proficiency of banking principles and sales techniques by attending internal training, external training, and completion of continuing education coursesKey Achievements• Successfully detected fraudulent activity in deposit accounts• Successfully trained branch employees in the use of new banking systems (hardware and software)• Successfully assisted branch manager achieving monthly goals by bringing in new business (accounts, mortgage and deposits)