Sergio Cardenas
Service Desk Agent
Mexico City,CMX
Summary
Experienced Service Desk Agent with 10 years in customer support and service delivery optimization. Specializes in troubleshooting technical issues and maintaining documentation standards. Trains and mentors team members to promote continuous improvement. Leverages analytical insights to enhance operational efficiency and elevate user satisfaction.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Service Desk Agent
Swiss Re
06.2023 - Current
- Delivered outstanding customer support, addressing technical issues and inquiries with efficiency.
- Collaborated with cross-functional teams to refine service delivery processes, improving user experience.
- Trained new team members on service desk protocols and best practices to foster team competency.
- Collaborated with cross-functional teams to refine service delivery processes, enhancing user experience.
- Analyzed service desk metrics to identify trends, recommending actionable steps for continuous improvement.
- Analyzed service desk metrics to identify trends, driving recommendations for continuous improvement.
- Oversaw service desk operations as Deputy Lead, ensuring effective delivery of technical support to meet customer needs.
Service Desk Agent
Compucom
06.2017 - 06.2025
- Delivered exceptional customer service by troubleshooting and resolving technical issues for end-users.
- Collaborated with cross-functional teams to optimize service delivery and reduce response times.
- Managed ticketing system to prioritize and escalate critical incidents, ensuring timely resolution.
- Analyzed service desk metrics to identify trends and implement improvements.
- Analyzed service desk metrics to identify trends, leading to targeted improvements in service performance.
Education
Sociology
FES ARAGON UNAM
Estado de Mexico08.2011
Skills
Ticketing proficiency
Troubleshooting
Incident response
Network support
Data protection
Office 365
Customer Service
Complaint resolution
Client management
Problem-solving
Listening skills
Empathy
Timeline
Service Desk Agent
Swiss Re
06.2023 - Current
Service Desk Agent
Compucom
06.2017 - 06.2025
Sociology
FES ARAGON UNAM
Languages
English
Spanish
Portuguese