Service Desk and Operations Coordinator
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Bilingual Service Desk and Operations professional with more than six years of experience in technical support, customer service operations, and administrative coordination within international environments. Proven ability to manage high-volume incident queues, ensure compliance with Service Level Agreements, coordinate workflows, and maintain structured documentation processes. Experienced in supporting United States based clients while collaborating with cross-functional global teams.
Strong organizational and leadership-oriented mindset focused on operational efficiency, performance monitoring, and service excellence.
Information Technology Customer Support Agent at International Business Machines (IBM) (2022-08 – 2025-12)
Provided bilingual technical support to international clients while ensuring compliance with Service Level Agreements and internal quality standards. Managed real-time incident queues, prioritizing and tracking cases to ensure timely resolution. Coordinated with cross-functional teams to escalate complex issues and maintain operational continuity.
Maintained accurate documentation to support performance monitoring and reporting, assisted in workload distribution within the team, and contributed to process improvement initiatives to enhance overall Service Desk efficiency.
Teaching English as a Foreign Language Advisor and Administrative Assistant at International Teacher Training Organization (ITTO) (2019-09 – 2022-11)
Managed administrative operations including document filing, invoice processing, student record control, appointment scheduling, and executive assistance to the school director. Oversaw payroll preparation, check processing, bank transactions, and inventory management of academic materials, ensuring accurate financial and operational control. Handled student conflict resolution and maintained structured follow-ups to guarantee service quality and compliance with internal procedures.
Additionally, I progressed into a Sales Advisor position, leading the end-to-end sales process for certification programs, including prospect qualification, follow-ups, negotiation, and closing, contributing directly to student enrollment growth and revenue generation.
Bachelor's Degree in International Business Administration – Universidad del Valle de México (UVM) (2024-01)
