Daniel Yalibat

Extremely disciplined and experienced Team Manager with strong experience in the field of team management who is accountable for ensuring account teams are meeting their goals. A meticulous professional with a passion for service in the information technology industry. Skilled in a wide range of desktop applications, their uses, and how to maintain and repair them.

Expert interpersonal communicator with high values and high professionalism and urgency sense, who is not satisfied until the job is done and the customer is satisfied. An initiative-taking leader is willing to always help and assist his team members, accompanying them in their personal and professional development and growth.

IT Incident Management

Allied Global.

04/2024 – Up to date.

• In charge of investigating and resolve IT-related incidents, such as service interruptions, reduced service quality, or events that haven't yet affected users.
• Reviewing and accepting or rejecting incidents, diagnosing the incident, documenting the resolution, and verifying that the incident is resolved
• Working with the incident manager to ensure information is accurate, and then creating a summary of the incident and key details to deliver incident reports.
• Ensuring incidents are escalated and facilitated to enable timely service restoration.
• Communicating with management regarding incidents, and supporting on-call support.
• Conducting trend analysis, error identification, and process improvement activities.
• Analyzing processes, procedures, and metrics to identify opportunities for improvement and efficiency.
• Supporting training requirements for incident management and new accounts operations staff.

Marketing Automation Specialist

Allied Global.

10/2023 – 03/2024.

• Responsible for managing, maintaining, and improving the marketing automation platform processes and procedures.
• Working closely with the Marketing Team to develop and execute the organization's marketing campaigns.
• Administer and serve as super-user of the marketing automation platform.
• Advise and plan with the marketing operations team with best practices and competition in mind.
• Automate common, repeatable tasks at a large scale to streamline operational procedures.
• Automate scoring and response strategy in partnership with Marketing segment managers.

Administrative Technical Advisor for the Post-Sale area

Autocom - Automaq

2/2023 – 08/2023

• Technical advisor in charge of customer service, to capture strategies to improve the experience after the purchase and maintain a lasting relationship with customers, always corresponding to their expectations and needs.
• Research and implementation of ticketing systems for the optimization of internal processes.
• Follow up on customer´s feedback, guidance, and advice when the customer has concerns and ensure that the customer knows the contact channels according to their characteristics and needs. Monitoring of warranty service and technical support. I also work with the personalization of communications according to the needs of each category in line with the relevant and high-impact aspects for each client.
• Initiated the analysis and implementation of a ticketing system for the PDI (vehicle preparation) area.
• Improved the post-sale / Customer satisfaction metrics by implementing a close follow-up and personalized experience with each customer.
• Got involved with warranties and spare parts department, to guarantee customer satisfaction by assuring the appropriate warranty process, is followed and the spare parts stock is healthy.

Customer Support Team Manager

LogMeIn - GoTo

12/2019 – 08/2022

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service and Key Performance Indicators, KPI goals. Accompany our collaborators on their personal and professional growth and career paths.
• Distributing project goals and communicating targets with team members
• Evaluating and monitoring the quality of their tasks and projects as well as their performance, providing learning or coaching opportunities, and taking corrective actions, if necessary.
• Leading meetings between team members
• Being responsible for time management for projects
• Ensure that representatives are informed about new releases and changes to company products and services.
• Collects data and prepares reports from team performance every week and analyzes data to assist management as they determine goals.
• Follow up on knowledge-based documents such as summaries and responses to frequently asked questions.
• Identify opportunities to update or improve customer service procedures and make recommendations to the appropriate staff.
• Identifying operational issues and suggesting improvements and viable solutions.
• Ensuring collaborators understand and comply with all company culture, objectives, performance standards, and policies.
• Collaborating with other Team Managers and Management team members to support collaborators and maximize customer satisfaction without neglecting our collaborator's morale and motivation.
• Performs other related duties as assigned.

T2 Support Engineer

Jive Communications - LogMeIn

1/2016 – 12/2019

• Responsible for all aspects of incident and task response and resolution, including documentation and customer interface. Own ticket audits, ticket administration working with Salesforce platform, escalation process and assuming help desk responsibilities, circuit research, assistance with customer network support to meet Jive requirements.

Makes decisions independently during problem response.

• Troubleshoot/resolve complex issues in a global support environment and provide appropriate follow-up.
• Perform troubleshooting of VoIP-related issues in our data center, customer networks, and the PSTN.
• Quickly discover the essence of problems reported through customer support tickets and manage them to completion,

interacting with co-workers, customers, and vendors as necessary and as dictated by our service agreements.

• Provide expert-level technical support for all telephony elements comprising the VoIP platform.
• Interface with the Provisioning Department on implementation details for customer deployments.
• Provided technical support for first-call resolution of 50+ reported issues weekly via telephone, email, and remote desktop control.
• Responsible for installing, configuring, and managing Voice over Internet Protocol (VoIP) systems for the company´s customers. Define and deploy the companies' in-house IP telephone communication systems, including their software architecture and hardware components. I worked with several VoIP hard phones such as Avaya, Cisco, Polycom,

Yealink, Grand stream, Mitel installing, updating, and troubleshooting them and as well softphones such as XLite,

Bria, Zoiper, Avaya, GoToConnect, Jitsi.

Achievements

• I received the privilege and confidence to develop as a T2 Engineer floor support, assisting T1 and T2 agents in supervisor's absence, handling escalations and agent’s concerns regarding customer issues, supporting the operations floor, and taking advantage of my product expertise.
• I received the recognition of the Employee of the Year 2018. I was able to accomplish my goals, thanks to my high proficiency level in Jive products and excellent customer service. These aspects made me worthy of the title of employee of the year.

3 año Ingeniería en sistemas