Joseph J. Shaver
Rancho Viejo,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financial/Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Aplications/tools
Salesforce
Slack
Zendesk
Servicenow
PowerBI
Atlassian (Confluence/Jira)
Grafana
Opsgenie
Overview
12
12
years of professional experience
Work History
Customer Support Lead
Mambu
07.2022 - Current
- Leadership and global coordination.- Manage a team of L1 customer support engineers, providing ongoing training, development opportunities and direction ensuring service level agreements alignment and high quality customer experience.
- Resolution focus.- Handle escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients by eliminating any possible bottlenecks within Support or other internal processes.
- Cross-functional collaboration.-Formulate product and process improvements to internal teams such as Development, SRE, Delivery and onboarding, etc.. Based on customer feedback and escalations In order to help build a customer-centric product/service.
- Process Improvement.- Review constantly support processes and workflows to improve and optimize efficiency, reduce response and resolution SLA's and enhance customer experience.
- Knowledgebase DB management.-Create, review and improve knowledge articles in Confluence that enables L1SE's to quickly access information needed to resolve customer issues effectively.
- Lead Hand over to Support calls moving from onboarding stage to Go Live Support.
Production Support Service Desk Regional Lead
Citi
04.2021 - 06.2022
- Demonstrate full ownership for the region (LATAMEX) and own the overall responsibility of the Service Desk team conformed by 40 team members both onshore (Mexico) and offshore (India)
- Work with vendor (HCL) to improve the quality of data in Service Now
- Publish SD management weekly and monthly decks
- Improve Knowledge Base DB creation
- Accountable for maintaining clients and stakeholders engagements across the region and partnering to drive improvements
- Establish process communication protocols with partner teams
- Ensure all SD escalations are addressed consistently. Remediation plans to be captured, agreed and executed as per target dates
- Right placing non SD related activities
- Ensure all SD processes are documented, signed off and published to all stakeholders
- Ensure all Risk and Compliance activities are completed as required.
Customer Support Manager
Infosel
10.2019 - 03.2021
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
- Completed performance evaluations and rectified issues to improve service quality and KPI´s
- Prioritization matrix creation
- Customer support dashboard implementation
- Analyzed, proposed and oversaw the implementation of new support channel (Live Chat) via Zendesk
- Worked along with Customer Success team on emailing campaigns, NPS, VOC, etc..
Customer Support Engineer
Stratis consulting
03.2017 - 10.2019
- Provided support to Accertify (An AMEX company) users in the U.S and Mexico for Interceptas (Online fraud prevention system) related matters such as:
- Data Validation services setup.
- Importers and masks creations.
- XML mapping.
- Virtual table/columns creations.
- User roles creation.
- Rules and rulesets with scoring and skip logic.
- Bug and enhancement reports through Jira
- System monitoring through Splunk
NCR SAP Coordinator For LATAM
Vestas
10.2015 - 09.2016
- NCR (Non Conformity Reports) entry (SAP), resolution and cost recovery for wind farm projects throughout Latin America
- Material purchase requisitions creations required in site
Technical Support Engineer
Omgeo LLC
08.2013 - 05.2015
- Served as primary point of contact via phone, email and CRM (Salesforce) for support related to owned solutions and products (Alert, CTM, Oasys and Tradesuite)
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Education
Certificate - ITIL V4 Foundation Certificate in IT Service Mgmt
People Cert/Axelos
12.2021
Diploma - Digital Transformation Leadership
ITESM-CEM
12.2020
Bachelor of Science - International Business
ITESM-CEM
12.2010
Skills
- Service level agreement management
- Team management
- Escalation handling
- Ticket management
- Client communication
- Issue resolution
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Support Lead
Mambu
07.2022 - Current
Production Support Service Desk Regional Lead
Citi
04.2021 - 06.2022
Customer Support Manager
Infosel
10.2019 - 03.2021
Customer Support Engineer
Stratis consulting
03.2017 - 10.2019
NCR SAP Coordinator For LATAM
Vestas
10.2015 - 09.2016
Technical Support Engineer
Omgeo LLC
08.2013 - 05.2015
Certificate - ITIL V4 Foundation Certificate in IT Service Mgmt
People Cert/Axelos
Diploma - Digital Transformation Leadership
ITESM-CEM
Bachelor of Science - International Business
ITESM-CEM