Jorge Valerio Email & Phone Number

Lisbon, Portugal

Lisbon Area, Portugal

Implementation of First Time Resolution at the Service Desk by providing the appropriate training and documentation of processes. Lead a team of 20 members with 7 of the members were remote.Interview candidates for the Service Desk position according the necessities required.Participate in the elaboration of proposals that required Service Desk. Review the KPI's and Service Level's in order the provide the proper training.Implemented the Lactogal Service Desk according to the specifications defined in project. Elaborated the customer service manual and related processes in accordance to the customer needs.Elaborated the Service report to present to the customer according to the defined KPI's of the service agreement.Single Point of Contact for customer complaints and other issues.In other to provide a more efficient service to the executives at PT, a executive service (phone line and email) was created. Elaborated the process and "how to" to handle these calls and emails.

Montreal, Canada Area

Manage a team of more then 15 technical support agentsImplement and investigate the processes to resolve the customers problems.Provide technical training to the agentsManage the expenses of the department within the defined budget of the department. Document all calls on LENA Database LENA and CRM Siebel.Respond and resolve customer complaints either in English or French, of corporate and residential customersResponsabile to enterview candidatesMaintain excelent quality service to the customer and maintaing excellent customer satisfaction index above 90 %

Diploma Of College Studies, Pure And Applied Sciences

Activities and Societies: Member of the Microelectronics Student Body

Master'S Degree In Microelectronics, Microeletronics, Design And Conception Of Intergrated Circuits, 70%