Esther Garcia Linares

• Onboarding Optimization Project:

Collaborated with upper management to drive strategy and implement new processes.

Enhanced interfaces to promote better functionality for users.

• Knowledge Base Management: Optimized core processes to improve business performance and operational agility.
• Account Move Expat Users Coordination:

Smooth and efficient transition of high-priority users during account relocations

VIP users dedicated support.

Improved systems with addition of new features and infrastructure.

• Proficiently handled incident and request management tasks

• Researched and analyzed data to address operational challenges and customer service issues.
• Used computerized systems for tracking, information gathering and troubleshooting.
• Documented inquiry outcomes for accurate tracking and analysis.

• Incident Management: Managed major incidents and backlog effectively.
• Escalation Management
• Conducted weekly technical calls with the stakeholders, addressing potential issues and knowledge management
• Team coordination: Monitored agents progress to drive successful request management.
• Led the development of a new customer's tool, involving teams across EMEA, AMER, and APAC regions
• Knowledge transfer to TCS

• Identified and resolved problems through root cause analysis and research.
• Queried databases for information needed for report processing.
• Provided incident and request management during the integration of new companies into Sanofi.
• Assisted in the Merial migration from Sanofi to Boehringer Ingelheim, including complex issue analysis and process improvements.
• Actively contributed to Knowledge Centered Service by creating and reviewing knowledge articles.
• Evaluated, recommended, and implemented successful improvements to GSD BCN processes.
• Managed access management escalations.

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Conducted call and incident quality reviews.
• Provided coaching and training to first-line analysts.
• Created and reviewed internal work instructions and KBAs

• Evaluated current processes to develop improvement plans.
• Active Directory and Network Management: Managed group creation, accesses, permissions, network accounts, and extensions.
• Mailbox and SAP Account Management: Oversaw mailbox management in Exchange 2007 and SAP account management.
• Conducted weekly meetings with the Sanofi AM management for process approvals and future scope discussions.
• Training Coordination: Coordinated training activities.
  
  

• Responded to customer inquiries and provided technical assistance over phone, chat and email. Provided first-line support in French, English, and Spanish
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.