Gabriela Rojas
@gabtrojas
I lead service desk teams that improve support quality and customer satisfaction.
United StatesWhat I'm looking for
At Memorial Sloan Kettering Cancer Center through Bell Integration, I lead a service desk team handling chats and calls while maintaining high-quality delivery. I manage SLA, ASA, and AHT performance, PTO, timesheets, recruitment, and performance reviews to improve team efficiency and client satisfaction.
Previously at Amelia US LLC, I led chat operations, supported agents with client issues, and monitored queues to keep tickets assigned and closed efficiently. My transition into leadership helped improve response times, service quality, and client retention.
At The Young Group, I provided telephone and chat support for MSK, escalated unresolved tickets, trained new hires on ServiceNow chat procedures, and led Office Suite seminars for employees.
My Microsoft experience spans remote Office support, device troubleshooting, technical appointment management, customer training, and onboarding new hires. I bring hands-on knowledge of Windows, macOS, Microsoft 365, ServiceNow, and remote-support tools, along with fluency in Spanish and Portuguese.
Experience
Work history, roles, and key accomplishments
Leading a dedicated team that handles chats and calls, maintaining high-quality service delivery. Ensure that SLA, ASA, and AHT are met. Manage PTO, timesheets, recruitment, and performance reviews, driving team efficiency. Enhance client satisfaction through effective team management and support. Implement structured processes, resulting in measurable improvements in the service desk operations.
Led chat team to ensure standard procedures were followed. Boosted satisfaction by guiding agents through tough client issues. Managed ticket queues to hit assignment and closure targets. Improved response times and service quality after promotion. Increased client retention through high-performance leadership.
Help Desk Analyst
The Young Group
May 2020 - Jun 2022 (2 years 1 month)
Handled telephone support, escalating unresolved tickets to appropriate queues. Led training seminars for MSK employees on Office Suite usage. Elected to be the primary chat support agent, managing chat interactions and dispatching tickets. With chat being available to users, I trained new hires on ServiceNow chat handling procedures.
Education
Degrees, certifications, and relevant coursework
LaGuardia Community College
Associate of Applied Science, Computer Operations: Network Administration & Security
Earned an Associate of Applied Science degree in Computer Operations with a focus on Network Administration and Security.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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