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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in developing KPI dashboards and management reports while effectively managing tickets and SLAs. Fluent in Spanish, with strong organizational skills and an analytical mindset focused on quality and process improvement.
Highest-signal resume keywords
KPI Dashboard DevelopmentServiceNow ExperienceSLA MonitoringQuality Improvement ActivitiesTicket Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ReportingProcess ImprovementTicket TrackingBacklog ManagementSatisfaction Surveys
Soft Skills
Strong Organizational SkillsAttention to DetailAnalytical Mindset
Tools & Technologies
Microsoft OfficeGoogle Workspace
Industry Keywords
Knowledge Base ProceduresIVR
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Develop KPI dashboards, reports, and management reports
- Handle satisfaction surveys via IVR and ServiceNow
- Support management and quality teams in process improvement initiatives
- Create and update knowledge base procedures
- Track and monitor tickets
- Control and monitor backlogs and SLA compliance
- Assign tickets to the technical team
- Set ticket priorities and escalate tickets as needed
- Perform activities focused on quality and process improvement
Requirements
What you’ll need- Completed or currently pursuing a university degree
- Fluent Spanish, with the ability to communicate in a professional environment
- Proficiency in Microsoft Office tools
- Proficiency in Google Workspace tools
- Strong organizational skills and attention to detail when tracking tickets, backlogs, KPIs, and SLAs
- Analytical mindset with a focus on quality and process improvement
- Experience preparing and monitoring KPIs and management reports
- Experience with ServiceNow
- Experience monitoring SLAs and backlogs and managing tickets
- Experience in quality and process improvement activities
- Experience creating and updating procedures or knowledge bases
Benefits
Comp & perks- Flexible working arrangements that promote work-life balance
- Professional development and continuous growth of your skills
- Collaborative, diverse, and innovative environment
- SONDA Academy: a learning platform for professional development
- On-site and remote work options
- SONDA Wellness, with initiatives focused on physical, mental, and social health
- Equal opportunities in an inclusive environment