Maria Luz Sajoux

Leading a team of 4 Translators and 19 Engineers on daily work flow. Initial point of escalation for customers. Assisting / resolving internal escalations. Allocate and utilise the correct resources during urgent, critical situations. Liaise with management for organizing and ensuring coverage during holidays and emergencies. Maintain updated documentation. Weekly meetings with the team to ensure strong communication. Participating in the interview process of new candidates

Translation of Sp-En technical issues. External call handling. Creation of team procedures. Creation of technical articles. Reporting: Individual workload, overall workload distribution in the team, effect of changes implemented to procedures. Responsible for service level monitoring and process compliance management. Technologies used: Red Hat Enterprise Linux, Oracle applications, Cisco Telephony system, Zimbra webmail, Salesforce ticketing system

• Ensure proper execution of team processes (responding to audit tickets on servers and completing them before a server is delivered to a customer). • Manage education (Processing and providing education requests for internal customers) • Propose and implement process improvements • Run defect detection reports and trouble shoot issues that arise • Assist on the process execution to Operating teams and Service Management • Drive quality analysis procedures and create KPIs to measure performance