At Concentrix (Google Operations), I troubleshoot complex hardware issues for Google devices, connecting front-line support with engineering and supply chain teams. I was promoted from Tier 1 and handle high-priority escalations in English and Spanish.
I analyze hardware trends and process deviations, update internal knowledge bases, and guide Tier 1 agents through complex troubleshooting. I also maintain high CSAT and efficiency scores while working to Google operational standards.
At IGT (International Game Technology), I managed SAP ERP purchasing processes across international regions. As Acting Leader for a five-person consumables procurement team, I negotiated vendor prices and helped ensure stock availability for nationwide lottery rollouts, including Powerball and Mega Millions.
At Scotiabank, I monitored operational KPIs and scheduling, and developed Excel dashboards for management reporting. I also created an absenteeism management project in Excel that improved absenteeism KPIs by 20%.
