Elizabeth Serra
Skills
Timeline
Professional experience for Elizabeth Serra
- Current 2 years and 9 months, since Jun 2023
Team lead - Application Engineer
Caterpillar Financial Services GmbH
Dedicated to a BASF project as: • Publishes a comprehensive report on the overall quality of the project. • Provide feedbacks about evaluation, track opportunities to improvements. • Management of KPIs and metrics. • Manage incidents • Team training • Provide feedback/quality tips to improve customer experience • Recognize agents with excellent performance levels (swot analysis) • Root cause analysis as per requirement, participate in internal/external calibration sessions • Focused on PDCA
Incident management including acceptance, classification, consulting, processing and providing solution. Order processes including manage the requests for software, hardware, services and access rights. VPN, Citrix, call handling and BASF internal applications. Involved in BASF Projects as: - Incident management - Order line processes - Troubleshooting of Incidents, requests and IMAC’s - Focused on best practices of ITIL
- 5 years and 11 months, Jan 2011 - Nov 2016
IT System Engineer
Poyry
Languages
Spanish
Basic
English
Fluent
Portuguese
First language
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