CRISTIANE SANTIAGO

• Implemented DISC assessment, fostering confidence and reducing anxiety.
• Mentored over 20 employees, enhancing individual performance.
• Achieved 25% increase in results and improved employee retention.
• Conducted training, implemented process improvements, and provided customer service coaching.
• Assisted with various tasks including ticket hygiene and updating procedures.
• Managed critical tickets and escalated issues effectively.
• Supported upper management tasks and conducted hiring processes.
• Proficient in various tools and systems, generating reports and monitoring priorities.

• Managed over 20 calls per day and demonstrated consistent high performance.
• Promoted to Team Lead within 7 months.
• Provided technical support resolving inquiries by phone.
• Utilized methodical troubleshooting to swiftly eliminate issues and implement solutions.
• Resolved diverse technical issues across multiple systems and applications.
• Documented support interactions for future reference.
• Participated in team-building activities to strengthen working relationships.
• Patched software and installed new versions to enhance security and protect data.
• Provided hands-on troubleshooting for issues of various scales.

• Managed more than 40 calls per day using java script commands to file out tickets.
• IT Service Help Desk related activities.
• Management of calls, tickets and emails.
• Providing technical support by taking calls, tickets and email inquiries and troubleshooting and managing hardware, software or network problems.
• Performing remote troubleshooting through diagnostic techniques, pertinent questions and provision of relevant advice in accordance with respective technical manuals.
• Determining and documenting best technical solution based on issue and details provided computer users.
• Walked computer user through problem-solving or training process.
• Direct unresolved issues to next level of support personnel, as appropriate.
• Assist in supervising other IT Service Help Desk workers.
• Other technical support duties, as assigned.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or call deficiencies.

• Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
• Managed over 35 Sales Agency partners per month.
• Streamlined training processes for orders, tracking, expense recording and sale protocols to increase employee productivity and enhance sales.
• Increased sales by 35% representing MIILA in USA and Brazil and visiting schools in Montreal.
• Created new logo using InDesign with Marketing team.
• Created New Brochure to boost sales
• Implemented CRM software
• Ensure alongside international agencies to boost sales, improving presentation of services and advertising materials.
• Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
• Ensure control of standards, administrative procedures and work organization
• Classification and archiving of files and payments
• Responsible for planning sales operations database
• Management of financial resources and production of various reports
• Monitor contracts and manage fixed funds
• Development and execution of promotional campaigns
• Sales training
• Prepared pricing strategies for current customers to enhance sales and increase profitability.
• Organize, design and conduct workshops for admissions for program directors, program assistants and other staff.
• Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service

APPHELP:

• Provide second and third level support to Virgin Media and Tellus customer users.
• Managed over 30 calls per day.
• Assist technicians who provide first level support.
• Prevention of cyber attacks and any malicious use of computer systems by securing user access with advanced passwords, defense software and data encryption.
• Remote diagnosis and resolution, from technical assistance center, of problems
• IT by interviewing clients using questioning script designed to provide solutions to most common incidents.
• Participated in cross-functional team-building activities.

GRUBHUB:

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Entering and monitoring data in customer portal, ensuring that it is updated in event of any modification, like change of address.
• Resolved problems, improved operations and provided exceptional service.

• Offered in-house training to company personnel on relevant aspects of law.
• Analyzed open orders, backlog, and sales data to provide sales team with insights.
• Directed and supported staff with business registrations and other legal requirements.
• Surveyed clients to ascertain requirements and expectations for product.
• Developed compliance best practices for company.
• Collaborated with human resources and outside counsel to protect company from legal claims.
• Developed strategies to resolve cases in client's best interest.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.

• Used ticketing systems to manage and process support actions and requests.
• Tracked project performance to analyze successful completion of short- and long-term goals (Belgium, Canada and Chile)
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Identified project scopes, constraints, risks and deadlines.
• Analyzed open orders, backlog, and sales data to provide sales team with insights.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Coordinated internal resources and third-party vendors for flawless execution of projects.

• Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
• Cultivated company-wide culture of innovation and collaboration.