Ramona Yanez

• Provide support for TBO and CBW.
• Provide Technical support with Accounting and GDS related issues.
• Some network trouble shootings.

• Supported product support activities by providing technical assistance to customers and users, enhancing user experience.
• Coordinate resolution of complex technical issues and customer escalations.
• Partner with internal teams to investigate, troubleshoot, and resolve product issues.
• Tracked incidents and prioritized issues to ensure timely resolution and improve customer satisfaction.
• Support service quality and customer satisfaction through clear communication and follow-up.
• Work with cross-functional teams to identify solutions and improve support processes.
• Managed multiple priorities while maintaining clear communication with customers and team members to foster collaboration.

• Managed product support operations for Trams and ClientBase products and services.
• Handled customer escalations and complex technical support issues.
• Monitored service levels to support customer and business requirements.
• Coordinated with internal teams to investigate and resolve product issues.
• Provided guidance and support for challenging customer situations.
• Communicated technical information clearly to customers and internal stakeholders.
• Managed multiple priorities while maintaining customer-focused approach.

• Supported support operations and assisted team members with complex customer issues.
• Managed escalations and coordinated prompt issue resolution.
• Supported team productivity and balanced workload across tasks.
• Assisted with customer service and technical support requests.
• Handled multiple issues and priorities in fast-paced environment.

Worked with team members to maintain consistent service levels.

• Provided technical and customer support for Trams and ClientBase products and services.
• Diagnosed product and system issues and helped customers reach resolutions.
• Handled complex customer inquiries and escalated issues when needed.
• Delivered customer-focused service while managing multiple support requests.
• Partnered with internal teams to investigate and resolve technical problems.
• Explained solutions and technical details clearly to customers.
• Developed deep knowledge of products, services, and support procedures through long-term service with organization.