Ivan Paniagua

I’m a results-driven Operations and Technical Support Specialist with +4 years of bilingual customer and technical support experience in high-volume, KPI-driven environments. I focus on measurable outcomes—efficiency, performance, and exceptional customer satisfaction.

At Valor Global, I provided bilingual (English/Spanish) operational and technical support for security alarm systems across calls, emails, and digital platforms. I was selected as Subject Matter Expert (SME) and Floor Support, leading training groups of up to 24 agents across multiple cohorts while optimizing onboarding and workflows. I’ve also worked with Salesforce CRM to support day-to-day execution and continuous improvement.

I consistently exceeded performance targets and helped raise team results by reducing Average Handle Time (AHT) by 10% and increasing Agent Satisfaction (ASAT) scores by 20%. I develop and deliver training materials and knowledge resources, and I lead process improvement initiatives that reduce bottlenecks and improve customer experience metrics.

I was selected for an international assignment in the Philippines to provide floor support, process guidance, and cross-functional training in a multicultural environment. Previously, at CSS Corp (Seagate Account), I supported technical customers at L1 and L2, transitioned from L1 to L2 through an international development program, and contributed peer training to improve resolution outcomes.