• Streamlined Operations :Optimizing daily workflows for a team of 13 Service Desk agents, enhancing overall team efficiency and learning by 25%. KPI, SLA and CSAS were increased by 10%• Quality Assurance: Conducted weekly quality audits and created detailed reports using Excel, improving agent performance and enhancing service quality.• Qualitative Database Automatization: Developed Excel-based automated tool to standardize responses and troubleshoot processes, boosting agent efficiency and improving customer experience metrics by streamlining workflows.• User Education & Communication: Leading weekly communication campaigns to educate users on process changes, through infographics and automated email delivery to enhance user understanding and engagement based on the common issues or requests.• Insights communications: Delivered data-driven insights to Project Managers during weekly meetings, driving informed procedural improvements.

• Gathering qualitative data for KB construction: Registering of requests and issues from every proyect in Excel, including the procedure steps, categories, subcategories and resolving groups for Service Now ticketing platform.• Project Coordination: Facilitated weekly meetings and presentations with Project Managers, implemented Standard Operating Procedures (SOPs), and developed knowledge databases for seven European markets (UK, RET, Iberia, Nordics, between others).• Efficient Problem Resolution: Achieving first-call resolution time between 3 to 15 minutes & digital interactions with customers, demonstrating strong problem-solving skills, accuracy and efficiency.