Almudena Caro - Service Delivery Specialist

Service delivery Specialist & GSD Global process Lead at HP

Nationality

Spanish

Current location

Ireland

Work category

Customer Service

Education

Bachelor/Degree

I have experience in Sales, Customer Service and Call centre environments. I believe I have broad experience in a wide scope of areas which gives me the ability to adapt to any situation.

I'm consistently striving to learn new things and increase my certification portfolio, for that reason I got the ITIL fundation certification,and plaining to continue to get the ITIL expert. I'm also studing Prince 2. Right now I want to focus my career in this area and Improve myself every day.

I am proficient organised and dedicated individual who is highly motivated.

Almudena Caro's Professional Experience

2010 - Present

HP - Service Delivery Specialist/ GSD Global Process Lead

Primarily concerned with the day to day operational performance of the helpdesk from the Services side, and covers incident management control, problem management, change management and new deal/deal extension implementation.

Supports the Service Delivery Manager in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s.
As Global Process lead for the account; I work closely with Transition and transformation Project managers on the roll out and GSD readiness of projects which will need GSD process change, training, access, etc.
Collaborate with the Knowledge Management team on the KMDB update and improvement.

2010 - Present

HP - Service Delivery Specialist/ GSD Global Process Lead

Primarily concerned with the day to day operational performance of the helpdesk from the Services side, and covers incident management control, problem management, change management and new deal/deal extension implementation.

Supports the Service Delivery Manager in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s.
As Global Process lead for the account; I work closely with Transition and transformation Project managers on the roll out and GSD readiness of projects which will need GSD process change, training, access, etc.
Collaborate with the Knowledge Management team on the KMDB update and improvement.

2010 - Present

HP - Service Delivery Specialist/ GSD Global Process Lead

Primarily concerned with the day to day operational performance of the helpdesk from the Services side, and covers incident management control, problem management, change management and new deal/deal extension implementation.

Supports the Service Delivery Manager in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s.
As Global Process lead for the account; I work closely with Transition and transformation Project managers on the roll out and GSD readiness of projects which will need GSD process change, training, access, etc.
Collaborate with the Knowledge Management team on the KMDB update and improvement.

2010 - Present

HP - Service Delivery Specialist/ GSD Global Process Lead

Primarily concerned with the day to day operational performance of the helpdesk from the Services side, and covers incident management control, problem management, change management and new deal/deal extension implementation.

Supports the Service Delivery Manager in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s.
As Global Process lead for the account; I work closely with Transition and transformation Project managers on the roll out and GSD readiness of projects which will need GSD process change, training, access, etc.
Collaborate with the Knowledge Management team on the KMDB update and improvement.

2010 - Present

CPL - Service Delivery Specialist

The Service Delivery Specialist (SDS) is primarily concerned with the day to day operational performance of the helpdesk , and covers incident management control, problem management, change management and new deal/deal extension implementation

The SDS supports the Service Delivery Manager (SDM) in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s

Key Skills
customer satisfaction, management
2010 - Present

HP - Service delivery Specialist & GSD Global process Lead

Primarily concerned with the day to day operational performance of the helpdesk from the Services side, and covers incident management control, problem management, change management and new deal/deal extension implementation.

Supports the Service Delivery Manager in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s.
As Global Process lead for the account; I work closely with Transition and transformation Project managers on the roll out and GSD readiness of projects which will need GSD process change, training, access, etc.
Collaborate with the Knowledge Management team on the KMDB update and improvement.

Key Skills
Customer Service Management Reports SLA
2008 - 2010

CPL - Incident Co-ordinator

 Monitor and analyze the desks SLA’s and provide relevant feedback to both agents and Management on areas of improvement.
 Responsible for monitoring of 1st level and 2nd level queues to ensure all cases are handled/updated on a timely manner &
Liaising with different workgroups worldwide in a daily basis.
 Detection and handling of outages: Creation of Master Ticket, required notifications (Desk and Worldwide) & monitoring until resolution.
 Production and analysis of various reports

Key Skills
Reports SLA
2008 - 2010

CPL - Incident Co-ordinator

 Monitor and analyze the desks SLA’s and provide relevant feedback to both agents and Management on areas of improvement.
 Responsible for monitoring of 1st level and 2nd level queues to ensure all cases are handled/updated on a timely manner &
Liaising with different workgroups worldwide in a daily basis.
 Detection and handling of outages: Creation of Master Ticket, required notifications (Desk and Worldwide) & monitoring until resolution.
 Production and analysis of various reports

Key Skills
Reports SLA
2008 - 2010

CPL - Incident Co-ordinator

 Monitor and analyze the desks SLA’s and provide relevant feedback to both agents and Management on areas of improvement.
 Responsible for monitoring of 1st level and 2nd level queues to ensure all cases are handled/updated on a timely manner &
Liaising with different workgroups worldwide in a daily basis.
 Detection and handling of outages: Creation of Master Ticket, required notifications (Desk and Worldwide) & monitoring until resolution.
 Production and analysis of various reports

Key Skills
Reports SLA
2008 - 2010

CPL - Incident Co-ordinator

 Monitor and analyze the desks SLA’s and provide relevant feedback to both agents and Management on areas of improvement.
 Responsible for monitoring of 1st level and 2nd level queues to ensure all cases are handled/updated on a timely manner &
Liaising with different workgroups worldwide in a daily basis.
 Detection and handling of outages: Creation of Master Ticket, required notifications (Desk and Worldwide) & monitoring until resolution.
 Production and analysis of various reports

Key Skills
Reports SLA
2008 - 2008

CPL Limited outsourced service - Technical Support Agent

July 2008-December; CPL Limited outsourced service on HP Global Services Ireland for P&G. Leixlip Park Technology Campus, Dublin.
Technical customer assistance (1st level and ICO backup): MS office, Windows XP, Outlook, networking…
 Customer care.

2007 - 2008

EXPOMOBI - Sales Assistance

 Ordering and stock control using computers and telecommunication.
 Furnishing projects and Decoration.
 All aspects of customer satisfaction including after sales care.
 Resolving customer problems using the necessary systems and tools

2006 - 2007

“Home Concept”; Madrid, Spain - Sale assistance

Maintaining stock levels.
Ensuring customer satisfaction
Handling of cash

Almudena Caro's Education and Qualifications

2007

Diploma -  Degree in Furnishing & Plastic Arts Technician

Escuela de Arte 4

2007

Certificate - Course of Architectural Projects using: 3D studio Max, Vray, Autocad, Photoshop and Corel Draw.

CICE, Escuela de Nuevas Tecnologias; Madrid, Spain

Bachelor/Degree - ,

None

Bachelor/Degree - ,

None

Bachelor/Degree - ,

None

Bachelor/Degree - ,

None

Almudena Caro's Additional Information

Languages

Interests

• Photography
• Cooking
• Music
• Design
• Painting
• Travelling

Awards

ITIL fundation Certification.