- I work with the Product teams and Subject matter experts on Siteminder Products and their documentation requirements.- I write easy to understand user interface content, guides to enable resolution to customers and avoid contacts to Siteminder Customer Teams.- I analyse existing content in the knowledge base, focusing on reuse of content, rewrite existing content in an agreed style, brand and tone of voice.- I liase with the localisation team to ensure that all the content is translated to the required languages as per the prioritisation criteria and uploaded onto the community space.- I create documentation for my team.

I worked along the Service Desk Manager and other seniors to ensure the team'sachievements of SLAs and KPIs:- Supporting daily team queue management: classification, case assignment, backlogprogression and phone coverage- Acting as a mentor regarding processes, tools and product knowledge- Assigning and answering escalations from other teams- Reviewing customer satisfaction surveys (nCSAT) and reopening the cases if needed.- Taking ownership of technical escalations when a high level of expertise is needed- Handling cases where customers ask to speak with a manager- Checking the quality of the team's work through calls and cases- Having monthly quality calibration sessions with other seniors, team leaders andmanagers to ensure consistency globally- Identifying training needs and training the analysts if needed- Helping the Service Desk Manager with interviews- Providing feedback- Communicating updates, bug fixes and enhancements to the team- Doing an end of day report reviewing incidents that affected daily figures- Having weekly meetings with management to discuss projects and provide feedback- Managing the team one or two Saturdays per month- Communicating processes and the achievement of KPI's on monthly meetings- Working on global projects- Helping the Localisation team with Spanish translations: advising and copyediting- Creating and completing Knowledge Base articles in English and Spanish if needed

I managed a team of 6 Service Desk Analysts. I worked along the Support Managersand Operational Manager to ensure the team's achievements of SLAs and KPIs:- Supporting daily team queue management: classification, case assignment, backlogprogression, phone coverage and performance.- Having 1:1 meetings with each analyst in my team, receiving and providing feedback- Assigning and answering escalations from other teams- Reviewing customer satisfaction surveys (nCSAT) and reopening the cases if needed- Checking analysts’ quality of calls and cases and having monthly quality calibration sessions to ensure consistency globally- Acting as a mentor regarding processes, tools and product knowledge- Handling cases where customers ask to talk to a manager- Having weekly meetings with the Service Desk Manager and seniors to discuss projects,issues, receive and provide feedback- Identifying knowledge gaps and coaching / training the analysts accordingly- Performing interviews- Managing the team while they were doing overtime- Communicating processes and the achievement of KPI's on monthly meetings- Working on global projects (coordination of the copyediting of the Knowledge Base, translations and drafting of templates) satisfaction surveys (nCSAT) and reopening the cases if needed- Checking analysts’ quality of calls and cases- Acting as a coach regarding processes, tools and product knowledge- Handling cases where customers ask to talk to a manager- Having weekly meetings with the Service Desk Manager and seniors to discuss projects,issues, receive and provide feedback- Having monthly quality calibration sessions to ensure consistency globally- Identifying knowledge gaps and coaching / training the analysts accordingly- Performing interviews- Receiving and providing feedback- Communicating processes and the achievement of KPIs on monthly meetings- Coordinating global projects (copyediting of the Knowledge Base, translations and drafting of templates)

I provide support in Spanish and English for users of SiteMinder's softwares: TheChannelManager (an online travel agencies manager), TheBookingButton (a booking engine that can be integrated with customer's web pages), LittleHotelier (a Property Management System for small hotels), Prophet (a Revenue Management System) and Canvas (a website for hotels).I have knowledge on hospitality business and I understand software needs of hoteliers in terms of software.Note: Since February 2017, I have been selected as Level 2 Backup, I have received training in XML logs, Graylogs, DataBase and development tickets (Jiras). My job as a backup is to help the Level 2 team with the Syncs Check chat and technical escalations whenever they have a meeting or have a work overload.

I have worked for the AppleCare (Apple INC project), Spanish team. I helped people taking ownership of their cases on the senior level of technical support through calls, e-mails or chat with issues that couldn't be resolved by tier 1 advisors, issues that needed to be research and follow up. My two bigger tools? Contact with Apple engineers and very good positioning (soft skills). My job was to assist people with any problem they could have with their Macs, iPhones, iPads, iPods, Apple Watchs, AirPorts, Apple Apps, iCloud accounts and Apple IDs until the issue got solved. Inside the company communications were in English.

I have worked for the AppleCare (Apple INC project), Spanish team. I helped people taking ownership of their cases on the senior level of technical support through calls, e-mails or chat with issues that couldn't be resolved by tier 1 advisors, issues that needed to be research and follow up. My two bigger tools? Contact with Apple engineers and very good positioning (soft skills). My job was to assist people with any problem they could have with their iPhones, iPads, iPods, Apple Watchs, Apple Apps, iCloud accounts and Apple IDs until the issue got solved. Inside the company communications were in English.

I have worked for the AppleCare (Apple INC project), Spanish team. I helped people through calls, e-mails or chat. My two bigger tools? Positioning (soft skills)and Apple tools (Knowledge Bases and Tier 2s). My job was to assist people with any problem they could have with their iPhones, iPads, iPods, Apple Watchs, Apple Apps, iCloud accounts and Apple IDs until the issue got solved. Inside the company communications were in English.

Estética y Salud is a monthly magazine. The target of this magazine is mostly patients (specially women) and they use to find the magazine on hospital's and doctor's waiting rooms. The magazine is about beauty, fashion, diets, well being, tourism and a lot more (depending of the time of the year).My work was to write articles between 8 and 20 thousand characters about a theme previously assigned by the editor and to deliver them by e-mail on a determined death line.

As a dependent at Lugar Común, my job was to recommend books to potential buyers that came into the store, I had to make them go satisfied and with his hands full of bags. Being next to several known hotels from Altamira (Caracas, Venezuela), I used to help a lot of tourists in English. Additionally, I had to take care of the inventory, book exports and imports with other independent bookstores in the world, especially USA ones. I had to call and manage this part of the business. I also had to take care of the the cashbox.

As a community manager at Soluciones Sociales I had to manage Social Media like Facebook, Twitter, Instagram, Pinterest and blogs (blogspot, wordpress, bligoo, etc) that the company had to care of. My job was to produce new and interesting contents to each client’s target and to generate viral marketing that wasn’t invasive and that turned out to be attractive to their potential customers.

I taught Spanish Spelling I and II and Spanish Writing I. For 7 years I worked as a teacher of the Language area on the workshops program Unidad de Servicios Estudiantiles (USE) of the Humanities and Education Faculty at Universidad Central de Venezuela (UCV). USE offers complimentary workshops to any person (UCV student or not) that needs to improve basic skills.On my Spanish Spelling workshop my job was to teach with an educational and fun approach letters spelling rules, punctuation signs, accentuation, common mistakes, among others. On my Spanish Writing workshop I taught students about orality, writing skills, coherence and cohesion, expository text, argumentative text and text structures.

At Clean Perception I worked as a creative writer, making new content for client’s blogs about a lot of different topics: from Asian models to new technologies.

At Últimas Noticias I edited 37 books for a general audience with themes about cooking, health, aesthetics and education for the newspaper. My job was to read, edit, improve the style and copyedit the books of the Editorial Cadena Capriles (today called Editorial Saber, one of the multiple departments of Últimas Noticias). Occasionally I used to play the role of a researcher and writer to complete missing information.

Web Content Editor of a five month website as an advertising campaign for Zuos Pharma’s control pills (www.mis28días.com, in English it would be translate "my28days"). The web page was a magazine about health and aesthetics for women.

As a product advisor for the online English course www.openenglish.com my job was to call people that asked more about the course. I also used to take calls from any person interested in Open English. My job was to sell them the course. It was a Sales job.

Founding member and editor of a cultural magazine made by and for young adults (mainly college students).In January 2008 a group of college students joined to develop an idea: a free magazine of A+ quality for college students. I was in that group, first as a Copyediting and Writing Coordinator, later as an editor. I coordinated the work of 4 copyeditors and tens of freelance writers.My job was to plan which articles we will publish, how will we approach them, who will write them. Then, when the texts were ready, I had to send them to the copyeditors for a first copyedit. After that they sent the articles back to me, I used to edit them all and, finally, made a final proof reading on the final art (already designed) to check that everything was ok.Do you wanna know more about Ojo? Go to: https://www.revistaojo.com/​