Geilyn Valverde Email & Phone Number

San José, Cr

Sabanilla, San José, Costa Rica

- Provided L2 technical support, serving as the primary customer focal point and technical expert for troubleshooting and solving customers concerns effectively on a timely manner. - Maintained centralized system tables and online portals: acted as the technical expert in application security and global provisioning for complex operating systems. - Multitasked and owned cases, prioritizing each one of them based on their urgency and complexity, ensuring all deliverables were met. - Led meetings and worked closely with inter-departmental groups to solve sophisticated escalation cases. Worked very closely with: Product Managers, Product Owners, Client Managers, Technical Support Managers, Implementation Managers, SMEs, and training teams. - Identified areas of improvement, gaps and roadblocks on existing products and processes. Provided alternatives as solutions to automatize complex activities, which eliminated manual data-entry intervention errors, reducing workload for team members while improving our metrics. - Established new processes and developed documentation such as process guides and deskwork instructions for enhancing the team’s technical knowledge. Constantly reviewed and maintained the documents to keep them updated in the team’s SharePoint site for continued reference. - Served as the team leader and expert: onboarded new hires, provided coaching and mentoring, organized the team’s workload establishing priorities, and supervised team members to ensure clear understanding during their learning process as required.

Costa Rica

- Performed clear and detailed documentation of issues, troubleshooting, and resolution.- Monitored the queue constantly to handle requests and escalate if required.

Costa Rica

For P&G Account:- Assisted client companies via online and telephone support. - Maintained proper quality of ticket documentation per standards. - Supervised multiple call center activities

Bachelor'S Degree In English

Coach Especialista En Mindfulness

Inteligencia Emocional

Neuroliderazgo Emocional

Mindfulness Y Transformacion Personal

Coach Ontologico Profesional

Programa De Talleres De Habilidades Blandas

High School Diploma

The Liberal Arts Program, Basic And Complementary Levels Completed

Coach Ontológico Profesional

Programa De Talleres De Habilidades Blandas

Curso Virtual De Iniciacion A La Correduria Inmobiliaria