Luciano Agnolin
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Buenos Aires, Argentina
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Service Desk Agent public Remote experiencePerconaJul 2024 - Dec 2024 (6 months)As a Service Desk Agent, I managed tickets and chats for first-level support during shifts, following documented processes and established policies. Outside of shifts, I collaborated with IT, Security, Compliance, Privacy, and Legal teams to enhance processes and boost productivity. My responsibilities included providing basic technical support, managing access, delivering customer service, creating self-service documentation and training staf . I also handled compliance requests and task automation, improving the experience through access provisioning, vendor risk management, and equipment procurement.- IProyect Manager and Technical SupportIDT Corporation ArgentinaJan 2021 - Jan 2023 (2 years 1 month)Managed implementation projects, ensuring a clear understanding of customer and partner requirements. Addressed changing customer needs and managed those changes during installation. Communicated with clients/agents to gather the necessary information post sale to initiate the onboarding process. Requested all necessary equipment to complete installations according to sales orders. Troubleshot network issues and extracted SIP traces. Completed client/agent setup and transfer processes.
- GTechnical Support ManagerGurtam SRLJan 2018 - Jan 2019 (1 year 1 month)Delivered webinars on new technologies and software tools. Provided technical support and training to clients on the platform. Managed tenders for both private and public entities. Assisted in the development of new applications for clients, acting as the liaison between clients and the development team. Collaborated in the approval process of new GPS devices on the platform.
- AAccount Monitoring OperatorAssist Cargo S.AJan 2013 - Jan 2017 (4 years 1 month)Monitored goods in transit to ensure timely and secure delivery by tracking shipments and validating drivers and carriers. Actively supervised trips in real-time, coordinating with drivers and logistics teams to address any issues or delays. Managed international cargo control, ensuring compliance with global shipping regulations and standards. Provided on-route assistance to drivers, resolving logistical challenges during transportation. Collaborated with the logistics team to optimize routes, improving e ciency and contributing to the timely, cost e ective delivery of goods.
- Sales Account ManagerCCU ArgentinaJan 2011Collected and managed information about customers and competitors. Identi ed and anticipated customer needs whenever possible. Implemented strategies to address customer requirements, aiming to increase satisfaction. Focused on improving customer retention and reducing account abandonment. Generated cross-sell and up-sell opportunities within the client portfolio to drive business growth.
- DAdministrative ManagerDarkin S.AJan 2005 - Jan 2008 (3 years 1 month)Processed internal and external documents and communications within the company's information systems. Prepared documents and communications based on received orders, gathered information, and identi ed needs. Managed administrative tasks related to commercial processes, including documentation, supplier negotiations, and providing advice while maintaining client relationships. Delivered customer service by addressing incidents and complaints through various communication channels.
- Customer Service Advisor & Technical SupportLibertex GroupJan 2001 - Jan 2025 (24 years 1 month)Assisted customers by providing detailed information about products and services. Maintained customer records by updating account information. Resolved product or service issues by identifying the nature of the complaint, determining the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution. Processed customer adjustments to maintain account accuracy. Prepared reports on products or services by collecting and analyzing customer data. Veri ed customer documents and provided advice on payment and withdrawal procedures. Ensured customer inquir
Education
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- Computer engineeringNational Technological UniversityAug 2019 - Current (6 years 1 month)
- SSecondary EducationJan 2005 - Jan 2008 (3 years 1 month)
Projects (professional or personal)
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- VariosUpgrade ComunicaciónJan 2018 - Aug 2019 (1 year 8 months)