Almudena Caro

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

CPL , Dublin - Incidente Co-Ordinator

CPL Limited outsourced service on HP Global Services Ireland for P&G. Leixlip Park Technology Campus, Dublin.

Responsible for monitoring queries and liaising with Management. Production and analysis of various reports.
Monitor and analyze the desks SLA’s and provide relevant feedback to both agents and Management.

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.

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

“Home Concept”; Madrid, Spain - Sale assistance

Maintaining stock levels.
Ensuring customer satisfaction
Handling of cash

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

CICE, Escuela de Nuevas Tecnologias; Madrid, Spain

Diploma -  Degree in Furnishing & Plastic Arts Technician

Escuela de Arte 4

Languages

• Spanish - Fluent

Interests

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

Awards

ITIL fundation Certification.