Elizabeth Serra
Angestellt, Application Engineer, Caterpillar Financial Services GmbH
São Paulo, Brasilien
Werdegang
Berufserfahrung von Elizabeth Serra
Bis heute 1 Jahr und 4 Monate, seit Juni 2023
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 Jahre und 11 Monate, Jan. 2011 - Nov. 2016
IT System Engineer
Poyry