Victor Duro Email & Phone Number

Madrid Area, Spain

Madrid, Community Of Madrid, Spain

• IT Problem solving: resolving tasks over 75% first time fix issues
• Telephone guidance: Explaining new joiners software request, installation and profile setup.
• Assisting users with software installations and network drive permissions, tracking request and follow up incident
• Software deployment and resolution of any issues related to profile, computer performance or installed softwareo Trading applications: Bloomberg, Star, Soho, Business Objects and other web based applicationso Primary.

London, United Kingdom

• Providing Support to internal staff and external customers
• API performance monitoring and analytics using tools like Triometrics, Cloudflare, Soap UI.
• Running SQL queries to collate information from Miki Travel's databases
• Agile methodology, attending ScrumofScrum meetings
• Analyse XML and Json booking
• Pre & post implementation for Miki Travel clients

London, Reino Unido

• As the first point of contact for customers, I am responsible for providing the highest quality customer service via phone and email. Accountable for carrying out investigations and providing solutions to various.
• Provide Level 1 customer support for all SiteMinder cloud based products and services (Channel Manager, Booking Engine, Web editor and PMS) to internal and external customers in an efficient manner.
• Ensure cases are resolved or escalated in accordance with the company's SLAs and individual KPI’s.
• Understand XML terminology in order to troubleshoot cases.
• Update our knowledge platform Confluence proactively.
• Ensured all tickets are accordingly logged in the CRM Salesforce.

London, Reino Unido

• First point of contact with customers effectively by phone, email and chat rooms in English and Spanish
• Responsible for support and troubleshooting of the Corporate server and network SQL infrastructure.
• Work on the trouble tickets raised by users and resolve them within reasonable timeframe.
• Lebara Customer Service’s Awards in 2014: “UK Customer Experience Awards”, “Peer Awards for Excellence” and “Best Large Contact Centre”

London, United Kingdom

• First point of contact to our clients and technical consultants.
• Create and adapt the client’s web following the analytical report.
• Respond to technical client queries.
• Increase customer satisfaction and improve usage of our products and services

London, Reino Unido

• Maintaining an expanding their websites (CMS platform).
• Producing logos, banners, flyers to persuade potential customers.
• Describe products features and benefits to customers in trade fairs.
• Telephone or write letters to respond correspondence from potential customers

Madrid Area, Spain

• IT support inbound calls documenting issues and incidents.
• Outbound calls describing “Dell” computers features and prices (B2B).
• Deliver prepared sales talks to persuade customers to purchase a product.
• Handle customer complaints calmly and diplomatically.
• Troubleshooting networking and web protocols.
• Weekly reporting to management.

Web Development

Técnico Superior En Desarrollo De Aplicaciones Informáticas, It Development