Gianini Lora

Team Lead

Leantech

Feb 2023 - Current (2 years 3 months)

Main responsibilities: Lead a team of between 9 and 42 agents to be on target, according to the KPIs requested by the client Being in an escalation support line, to assist agents with difficult case resolution Train new agents in technologies and procedures for the campaign Participate in the interviews, to select the new agents, by checking their knowledge in technologies and soft skills Meet with the client weekly to address the requirements needed and action plans to improve the numbers Schedule 1 on 1 session with agents and elaborate action plans based on their areas of opportunities Listen to their call recordings to score them, based on internal requirements, and provide feedback to agents Elaborate weekly, bi-weekly, and monthly re

Help Desk Support Specialist

Leantech

Apr 2022 - Feb 2023 (11 months)

Main Responsibilities: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Provide support to customers/users where the product is highly technical or sophisticated in nature Respond to questions or escalations from first-line product support Respond to queries via phone, email, or chat Understand hardware/software operational setup for scoreboards at remote sites Use troubleshooting tools, content, and analytical practices to help determine the best way to resolve problems Ensure all issues are logged, tracked, and resolved using the applicable service desk application Adhere to technical metrics, ensuring that SLAs are met Escalate issues as appropriate and work wi

Agente Bilingüe

Teleperformance Spain

Nov 2020 - Current (4 years 6 months)

Funciones: Asistencia telefónica remota, diligenciamiento de solicitudes, identificar los problemas de los clientes a través de estrategias de interrogación adecuadas, utilizar herramientas y sistemas para brindar una solución a través de acciones rápidas y efectivas, asegurar que cada incidente esté documentado de manera correcta. Jefe Inmediato: kristian Gil Teléfono: 301 2060159

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Customer Support Specialist

Teleperformance

Nov 2020 - Apr 2022 (1 year 6 months)

Assisted customers with technical issues related to their computer hardware, networking equipment, or other technology devices Provided remote assistance to customers, guiding them through troubleshooting steps over the phone, via chat, or through remote desktop software Coordinated the assignment of field technicians or service engineers Managed technician schedules, ensuring they had the necessary tools and parts, and arranging logistics for on-site visits (e.g., transportation, equipment) are crucial responsibilities

Technical Support Specialist

Sutherland

Jun 2016 - Nov 2020 (4 years 6 months)

Responsible for troubleshooting network issues, identifying potential causes (e.g., router problems, ISP issues), and guiding customers through step-by-step solutions to restore their internet connection Possessed in-depth knowledge of the products and services offered by the company to effectively guide customers through problem-solving steps and ensure a positive customer experience Suggested and promoted additional support services, such as extended warranties, device protection plans, or software upgrades

Agente de Soporte Técnico

Sutherland

Apr 2016 - Nov 2020 (4 years 8 months)

Funciones: Atención de solicitudes, asistencia telefónica remota, realizar acciones de apoyo técnico informático, ejecutar diagnósticos de malfuncionamiento, proveer instrucciones de dirección y guía. Jefe Inmediato: Johaira Tatis Fermín Teléfono: 301 6979395

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Administrador Contrato Terminal

Aseo Y Mantenimiento Karibe S.A.S

Mar 2014 - Mar 2015 (1 year 1 month)

Funciones: Manejo de personal, nómina, compra de suministros, manejo de ventas diarias, realización de informes mensuales de comportamiento contrato y gestión. Jefe Inmediato: Oswaldo Cubides Teléfono: 3142063106

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Coordinador Administrativo

compañía Simec

Jun 2010 - Jun 2011 (1 year 1 month)

Funciones: Legalización y seguimiento de cajas menores, manejo de personal, control y manejo de inventarios, seguimiento de clientes, facturación y pagos; compra de insumos, herramientas y materiales, nómina. Jefe Inmediato: Adolfo Aguilar Teléfono: 358 7572

Coordinador Administrativo

Serviparamo

Aug 2006 - Feb 2009 (2 years 7 months)

Funciones: Legalización y seguimiento de cajas menores para obras, elaboración y seguimiento de contratación de personal, cancelación de cuentas, elaboración y seguimiento de viáticos y bonificaciones del personal en obra, radicación de documentos y facturas; manejo del personal en obra, Seguimiento y control de elementos logísticos. Jefe Inmediato: Hernando Martínez Teléfono: 373 4842 Analista programador de computadores Celular: 302 2605598 Email: gianinilora@gmail.com

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Elaboración de órdenes de trabajo, digitación

CAPS

Sep 2004 - Nov 2005 (1 year 3 months)

del material de empaque, seguimiento de inventarios del material de empaque, publicitario y muestras médicas, manejo del personal, supervisión de ingreso del material a las instalaciones. Jefe Inmediato: Ana Duva Teléfono: 3719558

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