Claudio F. Martinez Jasi Email & Phone Number

Buenos Aires Province, Argentina

Gerente

• Reach and exceed agreed upon targets with client (King). Be aware of real-time performance on service levels and KPI’s and propose adjustments in terms of coverage & staffing when needed.
• Provide daily, weekly and monthly reporting internally and to client covering both quantitative and qualitative information.
• Propose improvements internally for the agent operation and distribution of shifts based on language for global coverage.
• Provide to the client immediate feedback about product-related issues and agree upon procedures for handling contacts about these issues.

Gran Buenos Aires, Argentina

• Handled a wide variety of projects both in the gaming industry and e-commerce such as Sennheiser, Xiro Drones, Gram Games, Phillips, Jabra, among others.
• Implementation of new projects and CX strategy to improve quality and help achieve desired KPI’s by client(s).
• CRM implementation with Zendesk and HelpShift.
• CX consulting prior of signing clients to help determine CX strategy.
• Team and agent manager

Gran Buenos Aires, Argentina

• Building & maintaining an always up-to-date knowledge base for both end-users and customer support agents. Work with the Project Lead to stay on top of both product and procedure-related updates.
• Ensure quality of service by regularly reviewing and evaluating customer contacts and provide feedback/coaching to agents when needed.
• Handling & following up on escalations to the client(s) designated contact persons. Make sure that feedback to customers is given as soon as possible. Use feedback to update the agents & knowledge base.
• Handle Tier 1 support contacts (calls/e-mails).
• Training, coaching and giving feedback to customer support agents. Create a positive ambient and team spirit and therewith reduce agent turnover to a minimum.

Provincia De Mendoza, Argentina

• Provide customer service and walk-through for tourist in the Casino. Helping assisting in game data, explanation of game play.
• Made direct payments to customers winning prized above the 4.000 ARS.
• Troubleshoot issues with stuck payment receipts in ¨coin machines¨ and roulette.
• Stacker collections (money withdraws) Occupied this position until new opportunities became available in Buenos Aires.

Provincia De Mendoza, Argentina

• Create an experience for customers by providing legendary customer service with prompt service, and maintaining a clean and comfortable store environment.
• Preparation of the top line quality coffee, and sales.

Network Technician, Computer Systems Networking And Telecommunications

CCNA Course completion certification 1, 2, 3 & 4. Network Media, Switching Fundaments, TCP/IP, IP Addressing and Routing, WAN.

Bachelor Of Architecture (B.Arch.), Architecture

Architecture and urban design, completed 2 years of study and resigned college education due to career opportunities elsewhere. Learned.

High School Diploma, Computer Systems Networking And Telecommunications

Forex Trader, Trading