Daniela Betancourt Email & Phone Number

Miami, Fl, Us

Miami, Fl

- Managing airline account in Professional Services department, main point of contact for inquiries during a partner’s implementation - Maintain report of progress of partners’ implementations from beginning to end, making sure deadlines are met and implementation progresses - Lead monthly meeting with client to update on partners’ implementation progress - Provide support to partners during their implementation, and assign tickets to make sure all inquiries are answered on time - Identify trends of questions asked in support to improve content of Knowledge Base - Facilitate End to End sessions with partners to certify them in final steps of implementation - Manage Zendesk Support platform: Create/troubleshoot triggers, automations; manage users and organizations, custom solutions for customers - Set up and manage Zendesk chat functionality to support clients during implementation process - Maintain an up-to-date mailing list of partner developers, build and send out planned and unplanned notifications

Miami, Fl

Miami, Florida

- Built internal tool to analyze user behavior and understand why customers were not completing on-boarding process- Used trends collected, along with feedback, to design a new on-boarding interface, currently in development- Managing the development of new on-boarding, user management and account funding pages- Communicate daily with teammates and developers to make sure projects are on track- Prioritize features for new applications to meet minimum requirements for API Certifications- Maintain product backlog of features and improvements to be implemented in the future

Boston, Ma

- Designed, built and tested custom and supported SSRS reports, and SQL functions and procedures- Communicated directly with clients to gather requirements and provide an accurate estimate- Participated in weekly triage meetings to review enhancement requests and assign to a release- Wrote detailed spec for custom reports to get client approval- Offered support to teammates and clients, particularly for SQL and reporting- Developed Dashboard widgets using HTML/CSS

Woburn, Ma

- Developed and maintained various backend applications using PHP and MySQL- Kept precise documentation of new code- Designed database schemas for new features

Woburn, Ma

- Offered immediate technical support to customers via email- Troubleshooted fonts and reported issues to corresponding foundries- Analyzed support trends to find opportunities for improvement, later implemented into website

Boca Raton, Fl

- Interacted with customers to identify the best Apple product to suit their needs- Maintained a high net promoter score for customer experience- Directed the sales floor to make sure customers got timely assistance- Lead Mentor - recruited and trained new mentors, trained over 30 employees from beginning to end- Facilitated in-store workshops, trained and recruiter new facilitators, workshop NPS increased to over 80%

Boca Raton, Fl

- Worked one-to-few with students using a personalized curriculum based on their areas of difficulty- Successfully helped various students improve their math knowledge along with their school grade

Ba, Mathematics

Certificate, Product Management