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cristian sandoval
Looking for a jobOperations Tier 2 – Customer Service Specialist
Operations specialist at Concentrix (Google Operations) troubleshooting Google devices and resolving complex hardware issues.
PortugalOperations Tier 2 – Customer Service Specialist at Concentrix (Google Operations)
Experience
Operations Tier 2 – Customer Service Specialist
Troubleshoot and resolve complex technical hardware issues for Google devices, bridging front-line support, engineering, and supply chain teams in English and Spanish. Maintain high CSAT and efficiency scores while managing high-priority escalations and analyzing hardware trends to update internal knowledge bases.
Technical TroubleshootingEscalation ManagementCSATGoogle HardwareEnglishSpanish
Purchase Analyst
Managed purchasing processes in SAP ERP (PR to PO workflow, vendor creation, payments, quotations, tax compliance) across multiple international regions. Served as Acting Leader for a 5-person consumables procurement team, conducting vendor price negotiations that generated cost savings and ensuring 100% stock availability for major lottery rollouts.
SAP ERPProcurementvendor negotiationStock ControlInventory valuationCost SavingsPowerballMega Millions
Workforce Manager JR
Controlled real-time operational KPIs (Service Level, AHT, Occupancy, Labor Costs) and team scheduling to ensure 100% operational coverage. Spearheaded an absenteeism management project in Excel that improved absenteeism KPIs by 20% and developed interactive Excel performance dashboards for management reporting.
Workforce ManagementKPI OptimizationExcelAbsence ManagementSchedulingService LevelAHTOccupancies
Education
Universidad de La Salle
Bachelor's degree in Economics from Universidad de La Salle in Bogotá, Colombia.