Diana Osorio

Provided first-level technical support via phone, email, and chat, resolving AWS-related issues and documenting interactions. Escalated complex cases to senior engineers. Deployed and managed Amazon Workspaces, EC2, and network infrastructure in AWS and Azure. Used Monday.com to define and manage workflows. Maintained high customer satisfaction and continuously expanded knowledge through training and self-study.

Request and verify every customer information through the use of accesscodes. Provide assistance to customers in matters related to queries, claims and requests in order to guide them providing solutions.

Advising customers on the products marketed by the company. Providing solutions to customers who have problems with theirwarranties, consulting tickets, quotations, booking appointments withtechnical support, etc. Serve as support to the technical support area by helping customers troubleshoot problems with their equipment or showing new users a quickoverview of their product.

Carrying out weekly, monthly and annual reports of damaged productsstocktaking and coordination of their collection from stores nationwide. Attention and monitoring of technical support for assembled furniture inevery store nationwide. Payroll management: Resposible for making weekly payments to thetechnical service providers of the furniture line for each store.

Registration and creation of temporary service positions in the company's integrated system app. Agents activity planning. Analysis of service compliance indicators. Submitting operations and services reports every week.