Pedro Valverde
Managua
Summary
Administrative professional with experience in healthcare and operational leadership within fast-paced BPO environments. Skilled in workflow coordination, documentation management, and stakeholder communication, with a strong focus on accuracy and efficiency. Seeking to leverage transferable organizational and communication skills to support mission-driven teams in a dynamic administrative role.
Overview
4
4
years of professional experience
Work History
Microsoft 365 Team Leader
Concentrix
07.2024 - Current
- Led and developed strategic projects to mentor and prepare future Team Leads, creating a scalable leadership readiness framework incorporating AI-based performance insights, automation tools (e.g., IxHello, Copilot), and dynamic delegation models.
- Designed and implemented workflow improvements using ticket analytics and KPI dashboards (AHT, CSAT, FCR), streamlining processes and contributing to a 20% increase in team productivity.
- Oversaw daily team operations for a Microsoft 365 support team, managing case distribution, SLA compliance, and backlog prioritization, resulting in a consistent 100% SLA adherence rate across all queues.
- Led incident forecasting and capacity planning to align staffing with peak volume windows, reducing missed earnings opportunities and overtime dependency.
- Coached team members on time management, ownership, and closure prioritization, increasing case-handling efficiency and payout eligibility under PPI thresholds.
- Implemented AI-driven analysis tools to forecast backlog trends, identify training gaps, and support data-informed decision-making across team operations.
Microsoft 365 Subject Matter Expert (SME)
Concentrix
07.2023 - 07.2024
- Developed and delivered specialized training sessions for frontline engineers, contributing to an improvement in case handling consistency and accuracy within the first 90 days.
- Partnered with product teams to relay customer-impacting trends, directly influencing service improvements and roadmap considerations for Microsoft 365.
Microsoft 365 Support Engineer
Concentrix
01.2023 - 07.2023
- Expanded business frameworks with enterprise and SMB clients, delivering tailored solution proposals and consultative support that contributed to broader Microsoft 365 adoption and upsell opportunities.
- Maintained consistent KPI performance across CSAT, IR, and backlog management, demonstrating reliability in high-volume, SLA-driven environments.
- Collaborated cross-functionally with escalation teams, product engineers, and customer success managers to resolve complex issues, contributing to long-term customer retention.
Technical Support Specialist
Concentrix
05.2022 - 01.2023
- Acted as a key liaison between end users and technical teams, maintaining a chat AHT consistently 15-20% below target benchmarks, while preserving quality and accuracy in resolutions.
- Documented high-frequency support cases and user behavior patterns to optimize internal knowledge bases and automate responses through pre-defined chat flows.
- Developed and led a mentorship program for new hires, accelerating onboarding by 30%, improving early performance quality, and fostering a strong support culture within the team.
Education
Doctor of Medicine - MD -
UNICA - Posgrados y Educación Continua
01-2022
Skills
- Data Analysis
- AI Integration
- Workflow Optimization
- Leadership Development
- Performance Management
- Communication
- Critical Thinking
- Emotional Intelligence
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Languages
Spanish
English
German
Timeline
Microsoft 365 Team Leader
Concentrix
07.2024 - Current
Microsoft 365 Subject Matter Expert (SME)
Concentrix
07.2023 - 07.2024
Microsoft 365 Support Engineer
Concentrix
01.2023 - 07.2023
Technical Support Specialist
Concentrix
05.2022 - 01.2023
Doctor of Medicine - MD -
UNICA - Posgrados y Educación Continua