David Jesús Hernández Cordero
Málaga
Summary
Results-driven professional with over 8 years of experience in technology and outsourcing, specializing in technical support team leadership and continuous improvement initiatives. Proven track record of increasing client satisfaction, reducing incident recurrence, and leading high-performing teams. Seeking a leadership role in technical support or process management where I can leverage my skills to drive performance improvements and exceed client expectations.
Overview
10
10
years of professional experience
Work History
Freelance English Instructor
01.2023 - Current
- Customized English Lessons: Developed personalized lesson plans to meet the needs of diverse students, enhancing their language skills through engaging and effective methods
- Independent Business Management: Managed all aspects of the freelance business, including scheduling, client communications, and feedback tracking, demonstrating strong organizational skills
- Advanced Communication Skills: Utilized C1-level English to teach complex concepts, build confidence in students, and improve their proficiency for professional and academic settings
Service Desk Expert Level 3
Fujitsu
01.2021 - 01.2023
- Level 1 & 2 Support: Managed complex hardware and software issues specific to client accounts, providing high-quality solutions to high-volume end-users
- High-Volume Caller Analysis: Reduced incident recurrence by 30% by identifying root causes and implementing corrective actions for common issues
- Stakeholder Collaboration: Provided monthly service performance reports and conducted weekly meetings with stakeholders to drive continuous improvement
Team Manager
Fujitsu
01.2019 - 01.2020
- Metrics Optimization: Successfully implemented action plans, improving team performance metrics by 20%
- Quality Escalation Management: Addressed and resolved customer escalations, achieving a 15% increase in customer satisfaction
- Recruitment and Training: Participated in recruitment processes and led training sessions focused on continuous improvement for new team members
Service Desk Expert Level 2 - Process Controller
Fujitsu
01.2017 - 01.2019
- Level 2 Support: Assisted with advanced software issues, quality monitoring, and new agent training
- Process Improvement Initiatives: Implemented continuous improvement procedures that optimized response times and issue resolution
- Queue Monitoring and Task Assignment: Managed workload distribution and schedules to enhance team efficiency
Front Desk / Service Desk Agent
Fujitsu
01.2015 - 01.2017
- First Point of Contact: Handled initial customer calls and created knowledge base articles for common issues
- Continuous Improvement Leader: Recognized with a bronze-level certification for service improvement initiatives aimed at enhancing customer experience
Education
Primary School -
José Ramón Hernández Badilla
High School -
Norma Steinvorth
Skills
- Office 365
- Active Directory
- Ticketing systems
- Action planning
- Metrics tracking
- Conflict resolution
- Team delegation
- Optimization
- Process optimization
- Quality monitoring
Accomplishments
- Process Improvement, Reduced service response times by 20%, leading to improved productivity and 15% higher team performance metrics.
- Customer Satisfaction, Consistently maintained a 90%+ satisfaction rating in technical support roles, reducing escalations by 25% over a two-year period.
Languages
- Spanish, Native
- English, C1 (Advanced)
- Portuguese, A1 (Basic)
Technical competencies
- Technical Proficiency, Expert in Office 365, Active Directory (basic support), and various ticketing systems for efficient incident management.
- Project & Team Management, Skilled in action planning, metrics tracking, and conflict resolution, with proven success in team delegation and optimization.
- Continuous Improvement, Process optimization, quality monitoring, and problem-solving with a focus on reducing resolution times and enhancing user satisfaction.
Timeline
Freelance English Instructor
01.2023 - Current
Service Desk Expert Level 3
Fujitsu
01.2021 - 01.2023
Team Manager
Fujitsu
01.2019 - 01.2020
Service Desk Expert Level 2 - Process Controller
Fujitsu
01.2017 - 01.2019
Front Desk / Service Desk Agent
Fujitsu
01.2015 - 01.2017
Primary School -
José Ramón Hernández Badilla
High School -
Norma Steinvorth
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