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• Working with Operations to highlight potential product issues, process improvements and/or automation of tasks• Working with Site Management and Team Leads for assistance to address the workload (backlog/performance issues)

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• Work with other Team-Leads and/or Site Management for best practices on how to achieve results• Work with Client Operations to highlight potential product issues, process improvements and/or automation of tasks

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