Gustavo Rodriguez. Email and Phone Number

-Stakeholders and executive team management.-Headcount ownership, manage rosters and data in real time to ensure efficiencies are maintained in real time.-Effective strategic and tactical forecasting to ensure accurate scheduling of resources to meet seasonal workload demand.-Produce high quality workforce data and information to support, planning, monitoring and maintenance of the daily / weekly and monthly goals.-Prepare and coordinate training for new hires and current staff.-100% of cross-training for all agents to have full flexibility to locate the resources where need it according the forecasting

-Lead SDC operantion on the shift assigned.-Managing Team managers and Supervisors I (+140 people).-Select, train, develop and manage performance of direct reports and their associates.-Supporting and in charge on process and proyects of automation to align them with SDC strategy.

• Leading and developing a team of 4 directs team leads and 80+ indirect technicians, responsible for the overall direction, performance management, shift coordination and daily-weekly-Monthly teams evaluation follow ups.• Proven experience managing and reporting analysis to take management decisions based on business needs.• Fulfilling supervisory responsibilities in accordance with SDC’s policies and procedures; additional responsibilities include interviewing, training, and performance driving.• Leadership skills such as motivating; planning, assigning, directing, rewarding, and seek to understanding thinking, to be an effective conflict resolution mediator.• Proven experience collaborating and establishing relationships with stakeholders to deliver the best customer experience a fast-paced environmen• Constant adapting and business decision ownership in changing circumstances, direction, and strategy to achieve company’s goals• Identifying impacting issues, working out and implementing solutions and process improvements to increase the quality standard rate of the company.• Responsible for managing day to day operations of the teams, people, and team´s performance to achieve Quality and Production goals• Demonstrated passion for delivering the best customer experience, leading in a toward culture in difficult situations.

• Lead a team of software support engineers- Level 1, Level 2 & Level 3 Engineers.•Leading and working on developing a team of 20+ associates; responsible for the overall direction, performance management, coordination and evaluation of the team.•Proven ability to manage reporting and analysis•Define expectations and responsibilities.•Mediate and resolve conflicts between team members. Neutralize or minimize influences, attitudes or negative situations inside or outside the team.•Responsible for keeping the team motivated to optimize productivity.• Responsible for maintaining SLs up to 98%: driving the necessary queues to accomplish organization’s targets.• Carrying out supervisory responsibilities in accordance with Tek-Experts policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding, disciplining employees and effective conflict resolution.• Managed day to day operations of the team, people, and performance management of more than 10 KPIs.• Proactively schedule meeting with customers to guarantee the tickets, customer experience, case resolution time was handled properly to create action plan if necessary.

Ability to work under pressure. Schedule remote sessions with customer to troubleshoot the different kind of issues reported. Multi-tasking. Windows and Linux Server administrator. Being able to give customer the correct support experience that they deserve. Provide technical training to the incoming hires. - Promoted from Premier Support Engineer to Team Lead.- Promote from Support Engineer to Premier Support Engineer.