Dialys Torres Rodríguez
IT
Mississauga,Ontario
Summary
Dynamic UEB Support Manager at Aster with a proven track record in enhancing customer service processes and performance monitoring. Skilled in PostgreSQL and conflict resolution, I successfully implemented strategies that reduced wait times and improved team efficiency, fostering a collaborative environment that prioritized client satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Training Workshop on the operation of the Admin Site for International Virtual Stores
TRD Center for Self-Improvement
01.2020 - Current
UEB Support Manager
Aster
Cuba
01.2022 - 05.2025
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Resolved escalated customer complaints in a timely manner.
- Assisted in the development of long-term strategies for improving customer service processes.
- Coordinated with external vendors to resolve complex technical problems.
- Created reports detailing customer service trends and team performance data.
- Maintained accurate records of all customer interactions and transactions.
- Implemented techniques to reduce wait times for customers calling the contact center.
- Facilitated communication between internal departments to ensure efficient problem resolution.
- Monitored customer service performance metrics and identified areas for improvement.
- Monitored staff interactions with customers to provide real-time coaching.
- Consulted with customers to gather and define requirements.
- Evaluated performance of support staff and provided coaching to improve performance.
- Reported concerns and recommendations from clients and employees to senior management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
UEB Support Manager
Aster
01.2019 - 01.2022
Executive Secretary / Biochemical Genetics Laboratory
Datacimex
01.2016 - 01.2019
Veterinary Technician
Punta Brava Poultry Farm
01.2005 - 01.2015
- Company Overview: National Center for Diagnosis, Epizootiology and Research
- National Center for Diagnosis, Epizootiology and Research
Education
Higher Polytechnic Institute "José Antonio Echevarría" (CUJAE)
Cuba01.2016
Computer Engineering -
01.2011
Executive Secretariat - Office automation, microcomputer operator
Ministry of Higher Education
01.2007
Veterinary Technician -
¨ICBP Villena Revolución¨
01.2002
Skills
- Office
- Teamwork
- Empathy
- PostgreSQL
- MySQL
- Oracle
- Microsoft SQL Server
- Navicat
- Pentaho
- ServiceDesk
- GLPI
- Zendesk
- Data analysis
- Customer service
- Performance monitoring
- Process improvement
- Conflict resolution
- Client consultation
Certification
- Managerial Workshops on Process Management / Risks, 2018
- Interpretation of the NC ISO 9001:2015 Standard, 2018
- Training for Management System Auditor according to NC ISO 19011:2012, 2018
Projects
Where There Is!, Participation in Projects for the Computerization of Society Mapping the ethnic mestizaje of the Cuban population through genetic markers, Data entry in Access
References
Gilberto Díaz Valdés, Director, gilbe.diaz@gmail.com, +34 613 49 26 11
Languages
- Spanish, Native
- English, Technical
Timeline
UEB Support Manager
Aster
01.2022 - 05.2025
Training Workshop on the operation of the Admin Site for International Virtual Stores
TRD Center for Self-Improvement
01.2020 - Current
UEB Support Manager
Aster
01.2019 - 01.2022
Executive Secretary / Biochemical Genetics Laboratory
Datacimex
01.2016 - 01.2019
Veterinary Technician
Punta Brava Poultry Farm
01.2005 - 01.2015
Higher Polytechnic Institute "José Antonio Echevarría" (CUJAE)
Computer Engineering -
Executive Secretariat - Office automation, microcomputer operator
Ministry of Higher Education
Veterinary Technician -
¨ICBP Villena Revolución¨
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