Carmen Chaves

Senior technical support engineer, with +6 years’ experience with expert skills for self-management, sense of urgency, working under pressure, and dealing with constant change with the highest levels of integrity, white glove customer service, care, and attention to detail. I have advocated for clients in various multinational companies involved in technical, financial, and travel to the executive level. Thriving with adaptation to changes and adhering to strict regulations while exceeding personal and team-related goals. I look forward to applying a growth mindset continuously. Quick learner, planning skills, proactive, responsible, honest, Complex, and Critical Scenario Management Skills. Certified: SC-300, SC-900, DP-900, MS-900, AZ-900, PL-900, AI-900, MB-910, MB-920

Microsoft Senior Data Protection Technical Escalation Support Engineer Jul 2017-July 2023 

Liaison for Data Protection escalation scenarios for business-critical and regular concerns related to Access, control, and domain inquiries following compliance with GDPR in assistance of business owners and non-technical clients, first line of defense against malicious actors during cyber-attacks in client Azure/Microsoft365 tenant domains, identification of entry points and log keeping for internal root cause analysis and internal investigation. Researched and pitched implementations to multiple security procedures and KPIs which streamlined and expedited resolution, which were successfully implemented. Internal mentoring: 2-year shadowing/mentorship with the Customer success account managers for Canada and USA. 

Carlson Wagonlit Travel Emergency Corporate Travel Counselor- Oct 2015-Dec 2016

 Maintained operational proficiency with different tools (Sabre) for our executive clients in coordinating both international and domestic travel accommodations, arranging for airfare as well as hotel and rental car reservations in the afterhours/emergency support team where I was publicly appraised by our customers via social media, a first for CWT Costa Rica at the time. 

Sykes Enterprises Inc Language Specialist/ Language Department Assistant May 2015-Sep 2015 Assisted with coaching employees to reach optimal levels of English proficiency and customer service soft skills, provided live call monitoring, one on one meetings, training sessions up to 20 employees, and shadowing to follow up with progress while maintaining proper individual improvement/development plans, worked with language specialists to deliver lessons at Sykes Academy in different locations and new employee orientation meetings briefly as I was part of the recruiting team working with interviews and selection of candidates. Where I created job aids and training material for new specialists to come, centralized procedures to follow for each situation regarding language coaching needs. 

Sykes Enterprises Inc Logistics Representative Jan 2014-Feb 2015 

Employee support for the infrastructural department of Citi Bank. I was a team leader back up for transportation coordination and cross team's communications and process SME and go-to person for peers in difficult scenarios where documentation was missing where I also managed quick changes in unknown processes; training was not available at the time of implementation and volunteered the testing for phone system connection to learn from experience and cascaded with our team for data compiling and process creation. Volunteered in creating the Citi Realty Services IVR for the Americas ESP/EN/PT 

Bank of America Electronic Claims/Claims and Fraud Detection Agent Aug 2012-Jan 2014 

Assisted clients with logging or resolving debit card and electronic claims/ possible fraud scoping, where I excelled in negotiating agreements between personal/business owners and merchants to clarify and resolve disputes without the bank's involvement preventing liability I achieved Top Quality results for the Costa Rica site, had calls selected as quality performance examples to train new groups in customer advocacy and care. I Thrived in a highly regulated environment, able to change policies and implement new procedures/tools at a fast pace according to business needs

2022: Cybersecurity Diploma, UMCA (in course) 2015: MBA: English Education | Universidad Latina (Unfinished)

Certifications • Prosci® Certified Change Practitioner-Prosci • Kepner Tregoe Practitioner - Microsoft Customer Service and Support • Cybersecurity Essentials – Cisco • Microsoft Customer Facing Skills Initiative - Influence • Microsoft Customer Facing Skills Initiative - Stakeholder Management • Microsoft Customer Facing Skills Initiative - Strategic Communication • Microsoft Certified: Dynamics 365 Fundamentals (ERP) • Microsoft Certified: Dynamics 365 Fundamentals (CRM) • Microsoft Certified: Identity and Access Administrator Associate • Introduction to Cybersecurity -Cisco • Microsoft Certified: Azure Data Fundamentals • Microsoft Certified: Power Platform Fundamentals • Microsoft Certified: Azure AI Fundamentals • Microsoft Certified: Azure Fundamentals • Microsoft Certified: Security, Compliance, and Identity Fundamentals • Microsoft 365 Certified: Fundamentals • Microsoft Accessibility (Diversity and Inclusion)