07/16/2024 updated
ET
100 % available
Bilingual Translator, Translation QA, Subject Matter Expert (SME) French Service Desk Team
Armilla, Spain
Worldwide
Active DirectoryAtlassian JiraSound Recording and ReproductionFrenchPeopleSoft Customer Relationship Management (CRM)Quality ManagementSalesforce.ComSAP ApplicationsSQL DatabasesUser AssistanceLexisInformation TechnologyServicenow
Active Directory, information technology, Jira, Lexis, Microsoft Office, PeopleSoft, SAP, SQL, SalesForce, Service-Now, Voice Recording
Experience
Professional experience10+ years
Freelancer since2017
Languages
EnglishNative speakerFrenchFluentItalianBasic knowledgeSpanishFluent
Project history
* Acts as team leader of French Service Desk Team
* Manages workforce resources by creating shift rosters and being involved in hiring and
regularization processes.
* Trains new hires and updates the team on recent changes on processes.
* Organizes meetings between different teams to resolve major incidents.
* Evaluates agents' work and gives feedback to encourage their good work and correct
errors.
* Represents the team in management meetings.
* Addresses agents' questions to help them work excellently.
* Manages workforce resources by creating shift rosters and being involved in hiring and
regularization processes.
* Trains new hires and updates the team on recent changes on processes.
* Organizes meetings between different teams to resolve major incidents.
* Evaluates agents' work and gives feedback to encourage their good work and correct
errors.
* Represents the team in management meetings.
* Addresses agents' questions to help them work excellently.
* Acted as point of contact of clients to resolve their technical problems raised via
telephone calls and emails in French.
* Assigned to do the weekly quality assurance ratings of my teammates
* Assigned to do the daily monitoring of the validity of ticket statuses
telephone calls and emails in French.
* Assigned to do the weekly quality assurance ratings of my teammates
* Assigned to do the daily monitoring of the validity of ticket statuses
* Acted as point of contact of clients to the Shared Services Center of CARE Philippines to
resolve clients' technical problems with the systems used by the organization
resolve clients' technical problems with the systems used by the organization