Detail oriented problem solver, focused on process amelioration and general administration.
Highly skilled in communication, documentation and organization. Currently with over 7 years
of work experience.
Experience
ACCENTURE
Nov 2020 – Jun 2022
Incident Manager / Queue Manager
Client contact and management: In charge of monitoring several contracts between que
Quebec government and Microsoft, duties involved monitoring ticket status, problem
resolution, general communications, labor usage, consumption analytics and organizing
meetings to discuss process improvement or general ameliorations that could be achieved
through better communications techniques and time management.
Problem identification/Analysis: In charge of completing a monthly report with all
Microsoft's government contracts assigned, detailing the status of each ongoing issue or
escalation and requesting case closure or to archive case when needed. Deep diving and
analyzing all possible error that could have led to a slower resolutions and provide
alternative solutions for avoid further issues. Monthly meeting held with client and CSAM
(customer success account manager) detailing the findings and how to best proceed.
Critical Situation Management: Whenever a client had a critical situation that needed
immediate attention, this was assigned to the Incident Manager in charge of handling those
contracts. The one in charge of handling the critical situation needed to get a proper
engineer assigned to the ticket, explain the situation, and remain available for meetings,
progress, and further information provided. Critical Situation reports needed to be updated
at least once an hour.
QUEUE MANAGEMENT: In charge of monitoring the critical situation queues and locating
available Incident Managers to handle cases should the owner of the contract be
unavailable, as well as to monitor and assess their performance while handling one or
several critical situations. Monitored Incident Manager's production, their quality analysis,
and their contract management. Provided weekly feedback and daily tips regarding
organization and time management to improve client satisfaction for all Incident Managers,
Canada and LATAM included. At this time, supervised 56 agents live, 5 days a week.
