Gerardo Gonzalez Martinez

Customer Support Specialist

Supported global customers in an Employer of Record (EOR) environment by handling payroll, benefits, and compliance inquiries. Managed Zendesk/Intercom ticket workflows with SLA adherence, updated internal records and knowledge bases, and contributed to process improvements that increased support efficiency.

Employer of Record (EOR)ZendeskIntercomSLA AdherencePayroll SupportBenefits AdministrationCompliance SupportKnowledge Base ManagementStakeholder Communication

Data Reporting Analyst

Analyzed operational and customer support data from SAP and internal systems to improve reporting accuracy and support SLA tracking. Built Power BI dashboards and KPI reports for leadership, strengthened data validation and reporting workflows, and supported compliance audits for ISO 27001 and CMMI initiatives.

SAPPower BIKPI ReportingData ValidationSLA TrackingOperational ReportingCompliance AuditsISO 27001CMMI

Team Lead - Service Desk

Led service desk operations to ensure SLA compliance and KPI achievement while managing escalations and operational support activities. Trained and mentored new hires, coordinated stakeholder communication, and drove continuous process improvement to enhance service delivery.

Service Desk OperationsSLA ManagementKPI AchievementEscalation ManagementITIL PracticesStakeholder CommunicationProcess ImprovementCoaching and Mentoring

Service Desk Technician

Provided global technical support via phone, email, chat, and ticketing systems while resolving hardware, software, VPN, Office, and Active Directory issues in SLA-driven environments. Managed ticket queues and escalations using ITIL best practices, ensuring timely resolutions and high-quality documentation.

ITILTicket ManagementSLA Driven SupportVPN TroubleshootingActive DirectoryHardware and Software SupportOffice SupportTroubleshootingDocumentation

Quality Monitoring Supervisor

Teleperformance

Monitored customer interactions to ensure quality assurance and KPI compliance, and coached agents on customer service, communication, and issue resolution best practices. Supported onboarding, training, and performance improvement activities, helping drive customer satisfaction through continuous feedback and escalation support.

Quality monitoringKPI ComplianceAgent CoachingCustomer ServiceTraining SupportPerformance ImprovementEscalation SupportCustomer Satisfaction