Maria De Los Angeles Cepeda Valverde

• Service Management:

Act as a central point of service contact in support of assigned customers.
Deliver unified service management standards across engagements.
Facilitate increased customer value and serve as a bridge between customer stakeholders and internal Oracle delivery functions (e.g., Support, Development, Cloud Operations, Engineering, Service Desk, Customer Success Services).

• Incident & Service Request Management:

Proactively and reactively manage the flow of customer service requests/incidents, ensuring timely progression and resolution.
Utilize established tools, processes, and best practices to effectively manage, track, and escalate incidents.
Engage appropriate internal technical resolver groups to expedite issue resolution, ensuring clear ownership and action plans.

• Escalation Management:

Serve as the primary service escalation point for customers.
Triage escalation validity, assess business impact, and drive resolution, collaborating with specialized Escalation Managers when necessary.

Coordinate and manage communications during major incidents.

• Service Management Standards & Improvements:

Champion and enforce adherence to IT Service Management (ITSM) standards and best practices, particularly within the ITIL framework.
Contribute to customer education on effectively engaging with our support services and navigating relevant policies for optimal outcomes.
Ensure meticulous tracking and reporting of service performance, demonstrating progress and KPI achievement for service delivery reviews.
Prepare and deliver service reports and deliverables.

• Team Collaboration:

Ensure effective coordination, knowledge sharing, and alignment of Service Management standards.

• Be the point of contact for all major incidents impacting Netflix Product, Tools, and Services.
• Own and drive service restoration as quickly as possible during major incidents while keeping accurate and timely communication of status and progress to all relevant stakeholders.
• Responsible for end-to-end technical issue management for Customer Service. Drive escalation lifecycle, managing internal and external stakeholder communication by providing periodic updates until the issue is resolved.
• Apply systems analysis techniques to internal services at Netflix, including effectively using SQL queries, alerting around key performance indicators, and creating visualizations to establish clear baselines on product complexity and prioritization.
• Engage and collaborate with the engineering teams for prompt issue resolution and product feature improvements, leveraging insights derived from CS data and member experience.
• Work with key stakeholders across Netflix to improve the customer experience and develop mechanisms that support operational excellence.
• Drive process, tool, service delivery, and solution improvements that enable effective troubleshooting and remediation (including diagnostics).
• Serve as the touchpoint for complex technical and product-based questions, escalated issues, and major incidents from our global Customer Support teams.
• Provide insightful requests for enhancements to tools and processes that maximize efficiency and value with the goal of improving customer experience.
• Proactively identify potential risks through dashboard monitoring, trend analysis, etc., escalate them to the appropriate stakeholders or cross-functional team, and engage in effective risk mitigation.
• Contribute to developing educational modules for self-guided learning.
• Drives and/or coordinates cross-team and cross-vendor communications to align resources to resolve technical product issues that can span multiple regions or globally.
• Thoroughly documenting findings and technical issues, aiding in developing and crafting educational modules for self-guided learning.

• Built processes and Workflows to work as a Follow The Sun team model for Incident Management related to SaaS Banking products, 24/7 coverage.
• Led SaaS transition to the new team.
• Led Software Engineers team to triage and analyze the incidents received by the customers so the proper Support Teams are engaged to work and resolve the incidents in a timely manner.
• Worked with other support areas teams across the organization to ensure process workflows were followed.
• Jira Service Management reporting skills, developed Dashboards to monitor team activity, task assignment and QA assurance.
• Document use cases to be able to classify most common issues, proving questions and support teams to be engaged in Confluence (Atlassian tool).
• Track team training needed related to the banking products supported.

• Tower Lead for Customer support on computing, Network, Active Directory, operational performance, identifying service gaps, and proactively improving processes to enhance efficiency and effectiveness as needed.
• Escalation Management. Identifying and anticipating potential issues and needs, to achieve higher efficiency and customer satisfaction.
• Implementation of continuous process improvements.
• Quality Assurance.
• Skills to run reports on ServiceNow for metrics and tickets follow up or client specific requests.
• Capable of ensuring excellent results and high client satisfaction.
• Account Admin Lead with knowledge on SAP Netweaver, to create, update user accounts, administrate security groups and user accesses. This for all AMER region, including USA and Canada.
• Handle external, internal suppliers on dispatches if required, technician on site.
• The 80% percent of the operation in Portuguese and English language.

• Provided technical support and assistance to customers, ensuring timely resolution of issues and maintaining high customer satisfaction.

• First line support for communication companies
• Knowledge about IP, mobile technologies, sharing knowledge, work under pressure, KPI's.
• Handling emergency cases for communication companies and engaging support engineers to resolve the issues as soon as possible.
• Plus developing Macros and databases in Excel.