Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Andrea Paniagua Caligaris

Summary

Experienced Technical Support Manager with over 6 years of progressive leadership in customer service and technical operations. Skilled at managing diverse teams, driving high customer satisfaction, and implementing process improvements for efficiency and performance. Proven ability to lead in fast-paced, high-growth environments, with a passion for data-driven decision making and strategic team development. Fluent in English, and pursuing a degree in Business Administration. Seeking to contribute my expertise to a global organization focused on innovation and customer success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Tem Manager

TekNowledge
09.2023 - Current
  • Lead and manage a diverse team of technical support professionals from multiple countries, fostering a collaborative and inclusive work environment.
  • Set performance standards and KPIs to ensure efficient issue resolution and customer satisfaction across regions.
  • Collaborate with cross-functional departments and international counterparts to align support strategies with business goals.
  • Mentor junior staff and implement onboarding/training programs to improve team readiness and productivity.
  • Spearhead operational improvements, resulting in a measurable increase in first-contact resolution rates.

Team Leader Manager

Concentrix
08.2018 - 09.2022
  • Directed daily operations of a technical support team composed of members from different countries, ensuring SLAs and customer experience targets were met.
  • Oversaw complex escalation cases and coached team members on problem-solving and technical troubleshooting.
  • Managed workforce planning, scheduling, and quality control measures to maintain operational excellence.

Education

Bachelors - Business Administration

UIA
Costa Rica
11-2026

High School Diploma -

Colegio México
10-2017

Skills

  • Leadership & Team Management
  • Stakeholder management
  • Customer Relationship Management
  • Data-Driven Decision Making
  • KPI Development & Monitoring
  • English Fluency Portuguese (Basic)

Certification

Six Sigma | Portuguese Language Studies (Ongoing)

Languages

Spanish
Native or Bilingual
English
Professional Working

Timeline

Tem Manager

TekNowledge
09.2023 - Current

Team Leader Manager

Concentrix
08.2018 - 09.2022

Bachelors - Business Administration

UIA

High School Diploma -

Colegio México

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