Juan Calderon Email & Phone Number

Valencia, Valencian Community, Spain

Valencia Area, Spain

Delivered top-class technical support to identify and solve issues and bugs, using resources such as Vanilla instances and customer instance mirrors, Database related tools such as Microsoft SQL, Bluestacks for mobile device-related scenarios, etc.Bug identification via issue reproduction on vanilla instances, log retrieval and analysis via tools like Notepad ++, and remote session management with both customers and Customer Success managers to retrieve all pertinent troubleshooting information using video platforms such as Zoom and Microsoft teams.Ticket and priority management via ticketing tools such as Zendesk and jira, along with the integrations between them.

El Salvador

Team Leader focused on coaching team members on specific areas of opportunity to improve metrics and attain/exceed goals in the short and long term.Constant usage of Microsoft suite tools such as Word and Excel, to present reports and action plans, based on performance and current areas of opportunity.Use of Google-based Technologies like Google Drive, Google Classroom, and Gmail to maintain ongoing communication with my agents, other managers, and upper management (clients).

El Salvador

Identify ongoing areas of opportunity for Service Representatives, and coordinate with the Training team to deliver pertinent and updated training material based on business needs.Monitor Tickets and procedures followed via ticketing tools, to identify areas of opportunity and provide immediate feedback to the agents under my team.Use different hardware tools (Avaya) such as IP consoles to monitor calls in real-time.Develop short-term action plans based on areas of opportunity that could be corrected in a short period of time, and work alongside team leaders on long-term action plans that include training for areas of deficiency.

Up To Date, Accounting

Up To Date, Industrial Engineering