Mario Valdés Email & Phone Number

Guadalajara, Mexico Metropolitan Area

* Implementation leader for Zendesk solutions for our clients. Prioritizing the communication with management and clients to keep them updated on the status of projects.* Zendesk administrator of our internal Zendesk Support account.* Responsible for defining the scope, duration, and prioritization of Zendesk projects.* Focused on providing training and prompt assistance to our clients dealing with Zendesk’s different solutions.* Tools used: Zendesk Suite, JIRA… Show more * Implementation leader for Zendesk solutions for our clients. Prioritizing the communication with management and clients to keep them updated on the status of projects.* Zendesk administrator of our internal Zendesk Support account.* Responsible for defining the scope, duration, and prioritization of Zendesk projects.* Focused on providing training and prompt assistance to our clients dealing with Zendesk’s different solutions.* Tools used: Zendesk Suite, JIRA, Confluence, HTML, Javascript, CSS. Show less

* Responsible for the ongoing end-user support of multiple SaaS platforms that facilitate digital hiring processes for HR teams across multiple industries.* Provided leadership and guidance to a tier 1 End-User Support team that resolves, tracks, and document functional questions and technical issues for both external and internal users.* Established strong working relationships across an international Client Success, Sales, Engineering, and T2/T3 Support teams, by acting as the… Show more * Responsible for the ongoing end-user support of multiple SaaS platforms that facilitate digital hiring processes for HR teams across multiple industries.* Provided leadership and guidance to a tier 1 End-User Support team that resolves, tracks, and document functional questions and technical issues for both external and internal users.* Established strong working relationships across an international Client Success, Sales, Engineering, and T2/T3 Support teams, by acting as the escalation point for all requests and incidents.* Responsible for tracking and analyzing the current flow of tickets, as well as document procedures, policies, and solutions relevant to the business.* Continuous management and improvement of our ticketing system (Zendesk), and creation of numerous reports and dashboards to keep track of our efficiency as a Support Team following basic ITIL practices. Show less

* Built the Wepow support team from the ground up. A team that was available 24/7 and provided support in both English and Spanish natively, and to other languages assisted by translation tools. * Created documentation for our different platforms (https://support.wepow.com/hc/en-us), both for external and internal users. At some point, I delegated this task to an external provider which I managed and oversight for over a year.* Established communication and escalation procedures… Show more * Built the Wepow support team from the ground up. A team that was available 24/7 and provided support in both English and Spanish natively, and to other languages assisted by translation tools. * Created documentation for our different platforms (https://support.wepow.com/hc/en-us), both for external and internal users. At some point, I delegated this task to an external provider which I managed and oversight for over a year.* Established communication and escalation procedures between Support and the Engineering teams. Show less

Web development, Front-End development, web site UI and project management.