Roberta Librone

Background

About Roberta Librone

Team Leader, leading team members individually and managing support team members training and improvements, monitoring Customers requirements •Principal Technical Support Engineer, handling highly complex technical problems cooperating with Product Development •Trainer for Oracle products •Senior Technical Specialist Technical interface to customers and partners for on-site and proactive support services, as well as interface to analysts for resolution of complex issues. Ensuring the highest level of customer satisfaction. Requirements: In-depth knowledge of the products. Handles highly complex questions and issues independently. Performs additional on-site and proactive support tasks. Duties-maintains a high level of customer satisfaction -on-site and proactive support service tasks-second level assistance -beta site support -on-site support -consulting activities -teaching technical classes -gold support account management -pre-sales support -write technical bulletins -presentations at seminars Skills-good written and verbal communication skills -good analytical skills -good presentation skills -good teamwork skills -high working standards -leadership and initiative •Managing customers escalations and critical issues •Contact Center Supervisor, managing assignment of incoming calls based on team availability •Language expert, translation of Oracle Support communications •Helping Customers with Oracle Support Tools (Handling Accounts, Support Identifiers, My Oracle Support configuration) •Working in relationship with other lines of business handling critical issues and entitlements •Developer of internal applications, improved/tuned customer applications •Reviewer and trainer for the Knowledge Management team •Trainer for technical engineers and customers Software Skills: OpenText Content Server Enterprise content management platform that securely governs the information lifecycle Oracle CRM Services and Contracts Oracle Development Tools Oracle DB and Performance PL/SQL - SQL