Tatiana Sesser

• Experience in supervising technical support teams, ensuring efficient problem resolution and compliance with agreed service levels.

• Demonstrated ability to lead and motivate teams, fostering a collaborative and high-performance work environment.

• Identification and implementation of process improvements in the area, optimizing operational efficiency and customer satisfaction.

• Empathetic and calm handling of customer complaints and incidents, maintaining high levels of satisfaction and fostering positive customer relationships.

• Preparation of monthly and quarterly reports, data analysis, and metrics to identify possible deviations and make necessary corrections to achieve established goals.

• Providing technical support to the team in resolving complex problems and critical situations, ensuring efficiency and effectiveness in user support.

• Monitoring customer feedback, documenting and analyzing received comments to generate action plans that drive continuous improvement and customer satisfaction.

• Leading the onboarding process of new team members and efficiently managing available resources to ensure proper task allocation and goal achievement.

• Defining the department's mission, vision, values, and value proposition, aligned with the organization's strategic objectives and customer needs.

• Establishing and defining key performance indicators (KPIs) in line with the company's strategic goals.

• Driving the development and professionalization of the Support department, consisting of Level 1, Level 2, and Level 3 teams, using the Objectives and Key Results (OKRs) method.

• Data analysis and decision-making based on them.