Raissa Galat Ahumada

Raissa Galat Ahumada E-mail:-Phone: - PROFILE EDUCATION Enthusiastic Service Desk Analyst with +5 years of experience A goal-oriented professional with emphasis on accuracy and responsibilities Excellent multi-tasking, communication, and job prioritizing skills Interpersonal/human relations skills Fluent English, Spanish and Portuguese; Planning, organizational, and presentation skills. BA in Law 2006 — 2011 Centro Universitario Curitiba WORK EXPERIENCE Volvo do Brasil 2015 — 2016 Quality Coach Responsible for the quality of the support provided by Service Desk agents (first level of support - Front Desk and Offline Desk) to english, spanish and portuguese users; Focus on KPIs and goals previously aligned with the costumer; Responsible to provide feedback sessions to the agents after the evaluation of received calls and ticket registering on ITSM; Responsible to treat registered complaints either forwarding them to the proper team or end user contact; In charge of providing internal VOLVO IT procedures training to new agents; Daily contact with second and third level support teams in a global scale. Front Desk Agent 2014 - 2015 End user support to VOLVO users via telephone, e-mail and chat. Remote support, ITSM knowledge, Office package and Team Viewer. WIPRO TECHNOLOGIES S.A. 2013 — 2014 Project Coordinator Responsible to coordinate project implementation of credit/debit cards to Mastercard customers; Daily contact with Latin America customers; Knowledge on authorization, compensation and liquidation process via dual and single message; Support mailbox coordination. EXXONMOBIL BSC LTDA 2012 — 2013 Dedicated Customer Professional Responsible of registering requests on CRM Siebel and distribution follow up; Stock verification on SAP; Raissa Galat Ahumada 1 Control, Safety and Record Management power user; Daily attention via telephone and e-mail to direct customers and distributors located in Peru; Invoice, Service Request and Sample Orders registering on SAP. PONTIFICIA UNIVERSIDADE CATOLICA DO PARANA 2010 — 2011 Outgoing Advisor Daily contact with foreign Universities located on Europe, Americas and Australia to plan students exchange; Student support to fill exchange forms, visa requirements and career selection; In charge of provide lectures to University students explaining the exchange procedure. QUALIFICATIONS Raissa Galat Ahumada Proficiency in English Language, University of Michigan - 2006 2