Joselyn Ledezma
Guadalajara
Summary
Professional with a strong background in customer support, prepared to excel in this role. Skilled in resolving complex issues, enhancing user satisfaction, and maintaining high standards. Focused on team collaboration and achieving results, adaptable to changing needs. Known for strong communication, problem-solving skills, and reliability.
Overview
7
7
years of professional experience
Work History
Senior Customer Support Specialist
TeamViewer
Guadalajara
09.2022 - Current
- Collaborated with cross-region teams to enhance process knowledge and improve customer experience.
- Coached and mentored team members on best practices, technical, and process knowledge for effective customer communication and problem-solving.
- Reviewed team members' quality from the different points of contact we have available for the customers.
- Coordinated team members to work on multiple projects to get feedback from customers about their experience with the software, to identify patterns, and drive improvements in support processes and service delivery.
- Served as an authoritative resource for colleagues seeking expert advice on complex technical problems or procedures guidelines.
- Participated actively in weekly meetings to discuss ongoing projects or initiatives aimed at improving overall department performance.
- In collaboration with the training department, developed training sessions to enhance team knowledge and performance across customer support areas.
- Worked closely with the team managers to build strategies to achieve the team's KPIs.
- Looked for different strategies to create rapport within the Customer Support teams (level 1 and level 2).
- Collaborated closely with global departments to create, improve and align processes, provide guidance, and address inquiries —all with the goal of enhancing and prioritizing the customer experience.
Helpdesk Analyst
Wipro Technologies
Tlaquepaque
08.2020 - 09.2022
- Provided technical support for escalated cases, aiming to provide the best experience to the users.
- Diagnosed and resolved system malfunctions, ensuring minimal downtime for end-users.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
Service Desk Administrator
NTT DATA Services
Guadalajara
10.2018 - 04.2020
- Provided technical support for end-users, resolving issues efficiently and enhancing user satisfaction.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Education
Bachelor of Science - Hispanic Literature And Linguistics
Universidad De Guadalajara
Guadalajara06-2017
Skills
- Escalation management
- Multitasking and organization
- Decision-making
- Problem-solving
- Time management
Languages
Spanish
Portuguese
English
Timeline
Senior Customer Support Specialist
TeamViewer
09.2022 - Current
Helpdesk Analyst
Wipro Technologies
08.2020 - 09.2022
Service Desk Administrator
NTT DATA Services
10.2018 - 04.2020
Bachelor of Science - Hispanic Literature And Linguistics
Universidad De Guadalajara