Juan Martin Laborde

•Direct telephone support with the Playstation Project client; •Handling calls, chats and emails in English and Spanish; •Participation in QA meetings. •Daily meetings and presentation of metrics.

•Creation of reports and presentations globally. Using tools like Excel, Power BI, Visio and Power Point. •Coordination of tasks and personnel management almost 30 people; •Organize the development and application of internal policies, Training processes for the team and for hiring new Staff. •Responsible for a group of 3 people in the coordination and implementation of different automation for various projects, using tools such as Python, C# and RPA.

•Responsible for following up on problems until a solution is reached. •Creation and analysis of reports metrics and project improvement. •Organize, develop and implement new client processes and train staff. •Standardization of new processes and improve internal communication.

•Direct telephone, email and chat service with MetLife customers. •Performed the creation and unification of processes. •Collaboration in the helpdesk transition process from Brazil to Argentina. •Organize and train new agents in customer processes to support Brazil.