Jesus Rojas

• Provided technical and administrative support towards Contact Center enterprise operational
platforms, including but not limited to IVR data configuration & administration, and routing strategies
for inbound/outbound calls
• Specific SAP Reports creation and administration with strong focus on business needs and KPIs
• Performed essential IT administration activities such as contact center user agents management,
server administration and specific Genesys services implementation to guarantee high service quality

• Provided high-level customer support by handling a significant volume of 80 to 100 inbound client calls
with a satisfactory successful resolution of 85%+ of cases
• Participated in seasonal campaigns to proactively offer to clients very attractive telephony and TV
cable service packages with competitive pricing in order to ensure retention and fidelity