Valentina Suarez Fiori
Montevideo
Summary
Motivated and detail-oriented Technical Support professional with over four years of experience in IT support, troubleshooting, and customer relationship management. Known for strong communication, empathy, and teamwork, with proven problem-solving skills and a passion for continuous learning and professional growth. Resourceful Service Desk Analyst known for high productivity and efficient task completion. Skilled in troubleshooting, ITIL frameworks, and incident management, with strong abilities in customer service, problem-solving, and communication. Excel at understanding user needs and delivering effective solutions to improve system usability and performance.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Tata Consultancy Services
Montevideo
01.2021 - Current
- Coordinated teams to resolve incidents and optimize processes.
- Created and maintained technical and administrative documentation.
- Assisted customers and users with a focus on improving the service experience.
- Directed maintenance operations for support systems over diverse platforms, achieving a 98% quality assurance rate while addressing approximately 200 tickets per month.
- Trained new hires efficiently in ServiceNow and internal tools.
Customer Service Agent
Republica Microfinanzas
Montevideo
03.2019 - 03.2020
- Oversaw customer inquiries, ensuring timely responses.
- Prepared reports and tracked cases to ensure resolution.
- Managed credit card services and addressed client queries through CRM software.
Phone Representative
Alorica for Amazon.com
Montevideo
10.2017 - 01.2018
- Handled customer escalations for account management and security issues, achieving quick resolutions.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Trained new employees to ensure consistent service quality and efficiency across teams.
- Consistently excelled under high-pressure situations, achieving top performance in customer service targets.
Education
Bachelor's Degree - Visual Communication
Universidad De La República
Uruguay04.2025
Bachelor's Degree - Anthropology
Universidad De La Republica
UruguayCourse - Product Marketing
Coderhouse
04.2025
Course - Agile Methodologies - SCRUM
Coderhouse
01.2022
Course - UX Design
Senpai Academy
01.2020
Course - Salesfoce Administrator
Coderhouse
06-2023
Skills
- Agile methodologies
- Technical support
- Process optimization
- Incident management
- Customer relations
Languages
Spanish
Native language
English
Advanced (C1)
C1
Portuguese
Elementary (A2)
A2
Timeline
Service Desk Analyst
Tata Consultancy Services
01.2021 - Current
Customer Service Agent
Republica Microfinanzas
03.2019 - 03.2020
Phone Representative
Alorica for Amazon.com
10.2017 - 01.2018
Bachelor's Degree - Visual Communication
Universidad De La República
Bachelor's Degree - Anthropology
Universidad De La Republica
Course - Product Marketing
Coderhouse
Course - Agile Methodologies - SCRUM
Coderhouse
Course - UX Design
Senpai Academy
Course - Salesfoce Administrator
Coderhouse
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