Summary
Overview
Work History
Education
Skills
Languages
Timeline
BusinessAnalyst
Michelle Sepúlveda Ramírez

Michelle Sepúlveda Ramírez

Tier 1 Technical support and QA analyst
Guadalajara,Jalisco

Summary

QA and tech support analyst with two years of experience. I am a person with discipline and work commitment, high organization capacity and team work facility. I am an adaptable person to all types of environments and clear goal orientation. I would like to develop professionally in a company with future projection.

Overview

2
2
years of professional experience

Work History

Tier 1 Technical Support Representative

IBM
02.2022 - Current
  • Monitoring and evaluation of agent's interactions in the project, as well as follow-up and mentoring sessions to improve work performance.
  • Preparation and presentation of reports and weekly statistics for the purpose of demonstration of results and metrics, seeking to always maintain and beat the project's customer expectations.
  • Intermittent interactions as a tech support agent, collaborating with vendors to locate root causes for each situation and resolve advanced problems.
  • Approaches to agents to provide feedback, resolve process and caller experience questions, and follow up with mentors to work on opportunity areas.

Education

Bachelor in International Business -

Universidad De Guadalajara
Guadalajara
08.2023

Skills

  • Service quality control
  • Team work
  • Ticketing
  • Remote assistance
  • Office management
  • Incident Management
  • Technical Documentation
  • Social and communication skills

Languages

English
Bilingual or Proficient (C2)

Timeline

Tier 1 Technical Support Representative

IBM
02.2022 - Current

Bachelor in International Business -

Universidad De Guadalajara

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Michelle Sepúlveda RamírezTier 1 Technical support and QA analyst