Years of experience: 14

PHPCall CenterCustomer Support RepresentativeService Quality ManagerCase ManagerCustomer Success Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Enrique's Career Path
Quality Assurance Automation LeadAug. 2024 -
Present
Lightning Step TechnologiesQuality Assurance Automation Lead
Quito, Pichincha, Ecuador- Development of quality control automation strategy from scratch. - Personnel management in 3 countries. - Development and creation of test cases for medical and financial software. - Automation update with release flow. - Decrease in regression time by 82% compared to the previously established manual system.
PHP DeveloperMar. 2023 -
Aug. 2024
Lightning Step TechnologiesPHP Developer
Houston, Texas, United States- Junior Developer in the Clinical area.
Senior Technical Support ManagerNov. 2022 -
Aug. 2024
Lightning Step TechnologiesSenior Technical Support Manager
Houston, Texas, Estados Unidos- Team leader for support agents. Initial headcount 4 to actual of 12. Main achievements: - Standardized CRM processes for internal and external stakeholders to leverage current business tools as Helpscout and Jira Platform. - Developed playbooks for processes and team learning. - Because of Lightningstep North America clients growth, support area was impacted and need change of team structur...

Enrique's Posts

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    Cómo puedo ayudarte

    Delivering full spectrum support for customer service teams, enhancing workflow with tools and automation, alongside continuous training. Passionate about crafting exceptional and happy support teams, offering both manual and automated QA testing.

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    Personas que estoy buscando

    Seeking diverse clients, with a background in EMR and CRM software and extensive experience in the tourism industry. Open to collaboration across various sectors.

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    Experiencia y Casos

    Improved individual support productivity by 160% in first year, reducing TTR to under 24H. Enhanced QA testing coverage by 200%, cut manual regression by 80%. Past clients: Praesum, New Port Recovery, Onsite Recovery.

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    How to contact

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