Leslie Martinez Email & Phone Number

Spain

• Competent with HTML, CSS, JavaScript, MySQL, and Laravel for web page development.• Designing and implementing responsive web pages to ensure compatibility across various browsers and devices.• Experienced in utilizing GitHub for version control and collaborating with other developers.

Lithuania

• Provide technical support to customers via live chat and tickets, resolving technical issues related to web hosting such as server configurations, database connections, domains, and code errors.• Troubleshoot Content Management Systems (CMS) such as WordPress, Joomla, PrestaShop, and Moodle. Including installation errors, theme problems and plugin conflicts.• Assist clients with billing and account-related inquiries and issues.• I maintain a 95% customer satisfaction rate and a quick response time by responding to customer inquiries within 1 minute for the first reply and providing a second reply within 3 minutes or less.• Effective issue escalation skills by liaising with dedicated teams and collaborating with various departments to resolve complex issues.• Developed and translated comprehensive tutorials and documentation, elevating the customer experience, reducing support requests, and resulting in a decrease in churn rate and increased customer retention.• Lead a team of 13 agents as a shift leader, providing guidance and support to ensure outstanding customer service delivery.• Training and onboarding new agents equipping them with the knowledge and skills needed to provide high-quality customer support.• Provide daily team's performance reports, identifying areas for improvement and implementing effective solutions.

Torreón, Coahuila De Zaragoza, México

• Collaborate closely with clients to understand their goals and specific website requirements.• Develop web pages using HTML, CSS and other web technologies.• Ensure seamless communication with clients to guarantee the punctual delivery of projects.