Kelvin Olivares Technical Support Team Lead

Technical Support Team Lead (Remote)

Aloware

Apr 2024 - Current (2 years 3 months)

As a Technical Support Team Lead (Remote), I was responsible for managing complex and escalated technical issues, providing technical guidance and mentorship to team members. I implemented and monitored quality assurance measures and process improvements to enhance service delivery in B2B technical support. My role involved utilizing tools such as Hubspot, Salesforce, Confluence, Jira, Intercom, Slack, and Google Suite to streamline operations. Additionally, I applied my knowledge of call routing and VoIP troubleshooting to improve communication efficiency within the team, ensuring that technical issues were addressed promptly and effectively.

Technical Support Engineer (Remote)

Aloware

Jul 2023 - Apr 2024 (10 months)

B2B Technical Support, SaaS, VoIP, Call Routing, Windows and Mac, Password Authentication, Hubspot, Salesforce, Confluence, Jira, Intercom, Slack and Google Suite

Customer Service Representative (Remote)

Seis

Mar 2023 - Jul 2023 (5 months)

Customer Service for Online Bank Seis using tools like Zendesk, TalkDesk, Intercom, Unit, and Google Suite

Quality Analyst Supervisor

Webhelp

Nov 2021 - Current (4 years 8 months)

- Participation in committee operations to share the results that allow the identification of the goals achieved in a Weekly/Monthly basis. - Participation in meetings of calibration and alignment of concepts with the work team of each operation - Quality and Data analysis through Google Sheets / Forms, trends identification, data visualization and presentation.

Quality Analyst Apprentice

Webhelp

Apr 2021 - Nov 2021 (8 months)

- Quality and Data analysis through Google Sheets / Forms, trends identification, data visualization and presentation Quality and Data analysis through Google Sheets / Forms, trends identification, data visualization and presentation.

Quality Analyst Apprentice

Webhelp

Jan 2021 - Apr 2021 (4 months)

Technical Support Engineer

Webhelp

Jun 2019 - Jan 2021 (1 year 8 months)

- Exchange Email, DNS configuration, Cloud Services support, Office 365, Windows and Mac, VoIP

Technical Support Representative

Concentrix

Mar 2018 - Jun 2019 (1 year 4 months)

- Windows 7, 8.1, and 10, basic to complex troubleshooting Windows 7, 8.1, and 10, basic to complex troubleshooting.

Customer Service Representative

Sitel

Feb 2016 - Mar 2018 (2 years 2 months)

- Credit Cards Customer Service Credit Cards Customer Service.

Kelvin Olivares

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