Juan Secchi Email & Phone Number

Remote

-Delivered multi-channel support (phone, email and social media) achieving an individual CSAT score of 98%.-Boosted team-wide CSAT scores by 25% by automating issue resolution and the development of processes and responsive support strategies and policies.-Analysed customer behaviour and feedback to implement data-driven improvements in support policies and success strategies, reducing average complaint resolution time by 40%.-Conductetd influencer marketing campaigns, including sourcing, negotiations and content planning, achieving optimal CPM rates.-Led a team of teacher chat specialists, coordinating their operational needs and ensuring timely invoice processing.

Remote

-Acted as the primary point of contact for assigned B2B customers, processing 97% of RMA requests and incidents within SLA timeframes, significantly enhancing operational efficiency and customer trust.-Coordinated cross-functional teamwork with internal departments, resellers and distribution partners, improving ticket resolution and overall customer satisfaction by 10%.-Facilitated user-onboarding of assigned customer accounts to managed services tools through online webinars and in-person workshops, improving customer retention.

Remote

-Reviewed tens of thousands of LinkedIn profiles against complex heuristics to find candidates for our clients-Achieved 90% acceptance rate by hiring managers of our client’s engineering teams such as Medium, Airbnb, and Asana-Trained machine learning models to understand trade-offs between different candidate attributes, such as programming skills and company history-Sourced candidates for up to 6 different customers and 10 different roles at any given time-Provided support and answered questions from our customers about the service

Amsterdam, North Holland, Netherlands

- Managed 3rd level escalations involving complex technical, content and payment issues for Netflix customers globally, with an average happiness score of 95%.- Researched and documented recurring technical problems to develop solutions and improve overall service quality, contributing to the creation of more than 40 articles currently published in Netflix Help Center.- Identified and fixed CRM and hardware issues and bottlenecks, impacting the customer service division’s operational efficiency, contributing to a 20% reduction in overall case turnover.- On-boarded and mentored new hires on advanced troubleshooting techniques, and their overall work set-up, improving overall team performance.

Galway, County Galway, Ireland

-Oversaw the execution and delivery of new projects, managing provider and internal teamwork for successful completion, achieving an in-SLA average of 96%, top 3 within the SDM team, consistently meeting or exceeding performance targets.-Delegated technical, logistical and operational tasks for seamless implementation of services and project milestones.-Successfully managed the delivery of multiple high-impact projects, resulting in a 10% increase in client satisfaction.

Buenos Aires

-Delivered exceptional networking support to clients worldwide via phone and email, ensuring swift and effective resolutions to their issues.-Specialized in managing Juniper and Cisco IP environments, leveraging expertise in these technologies to optimize network performance and resolve complex challenges.-Attained the highest levels of customer satisfaction within the NOC team, consistently providing outstanding service and fostering positive client relationships.

Support, Administration, implementation of Tivoli Storage Manager environments on UNIX and Windows platforms.

Technical support for enterprise customers on the Symantec Endpoint Protection software suite.

Teleperformance

Task and Duty managament, live translation on calls to Microsoft Enterprise customers.

General Hardware + Software Technical Support and Administration of a medium sized network.