Daniel Santiago Sandoval Higuera Email and Phone Number

To address time constraints faced by internal service desk analysts in analyzing phone calls, we developed a tool that utilizes artificial intelligence (LLMs) to analyze call transcripts. Previously, analysts spent about 15 minutes analyzing each call; this tool automatizes this process to bringing useful first insights customer service metrics. Although still in testing and not yet in a production environment, the tool is expected to process approximately 1,500 calls daily and provides valuable insights into previously unidentified issues, enhancing the efficiency and effectiveness of call analysis.

Provided customer support for Amazon’s U.S. retail marketplace, refining skills in problem-solving,empathy, prioritizing customer needs, communication, and conflict resolution. Collaborated with askilled team to address customer issues and deliver effective solutions. Led the start of a project todevelop an application that automates post-call email responses, utilizing Regular Expressions(REGEX) in an Excel-like environment. This tool enabled customer service associates to send moreeffective wrap-up emails efficiently, saving time and facilitating the use of templates created byexperienced team members, thus enhancing overall teamwork.

Provided targeted feedback to students, fostering teamwork and significantly improving communication and mentoring skills.

Carried out administration and customer service activities, obtaining writing skills, active listening, problem solving, management, teamwork and the ability to quickly adapt to various digital tools. Personal project: I am developing an application for the best control of the activities carried out with the clients, adapting it to the needs of the business, among which are speed in the entry of information, control of the time it took to start and carry out a procedure, management of volatile rates, among others. The application was being built on NodeJS, ReactJS and MongoDB / SQL. Family business of internet services, printing, paperwork, documents and digital literacy.