Miroslava Licon Email & Phone Number

Chihuahua, Mexico

Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.Contributed to the development of long-term.

Improved service desk and local support efficiency by streamlining processes and implementing best practices.Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.Championed the adoption of IT service management and ITIL 4 best practices to drive process improvements and increase overall Service Desk.

Led change management initiatives as part of the problem resolution process, minimizing negative impacts on business operations.Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.Managed high-priority incidents, ensuring timely resolution and minimizing business.

Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.Enhanced customer satisfaction by providing timely, accurate, and empathetic support.Engaged in user support interactions via telephone, chat and email platforms.Served as the primary point of contact for all IT-related queries within the organization.