Daniel Da Corte Email & Phone Number

Bulgaria

• Successfully resolve technical incidents involving software and networking environments, demonstrating expertise in Cloud, Storage, Virtualization, and Business Applications.
• Continuously update knowledge on the latest industry trends and technological advancements, ensuring optimal performance and delivery for internal operations and customer requirements.
• Foster positive relationships with customers and partners, utilizing exceptional communication and interpersonal skills.
• Collaborate effectively with cross-functional internal teams, including Engineering (Development, Quality Assurance, Data Center Operations) and Business (Professional Services, Product Management).
• Mentor and train junior teammates, sharing technical expertise and best communication practices to enhance overall team performance.

Bulgaria

• Validating that internal processes were followed and customers were assisted in an appropriate manner
• Handling approval requests for warranty replacements and refunds
• Handling escalations to the appropriate internal teams, or partners such as UPS and Digital River
• Identifying gaps and issues and working with the team to drive improvements
• Delegating to Team Leads to ensure necessary corrections are made and coaching takes place
• Working with Team Leads and/or Escalation Desk to validate exceptions

Bulgaria

• Recognise and highlight outstanding performance
• Monitor queues (inboxes, language or otherwise) to ensure no Customer is left behind
• Use the CRM dashboard to discover and work areas of improvement for the team
• Develop the team with on-the-job training and coaching to reinforce required skills
• Set expectations by explaining which metrics the team needs to focus on and how these metrics affect the customer experience
• Interviewing and recruiting applicants

Sofia

• Working with customers to identify issues by troubleshooting and advising on the solution
• Keeping customers informed, keeping precise case documentation and taking ownership
• Working with next level of support if needed
• Testing equipment

Sofia - Bulgaria

• Professionally handling incoming queries by customers
• Providing accurate, up to date information to the customers requests
• The primary point of contact by thoroughly and efficiently gather customer information and fulfill customer needs

Madeira, Portugal

• Managing online reservations for accommodation and outdoor activities
• Trip planning
• Supporting customers during their vacation
• Providing general tourist information
• Providing support to associates
• Handling contracts and offers