Enzo Wagner Albuquerque
Troubleshooter
- Role
- Claims Managment Team Manager at Cricut
- Location
- Riverton, UT, US
- LinkedIn followers
- 500 followers
About Enzo Wagner Albuquerque
Experienced Technical Support Engineer with a demonstrated history of working in the information technology and services industry. Skilled in Microsoft Word, Perl, Team Building, Public Speaking, and REDCINE-X. Strong information technology professional with a Bachelor\'s Degree focused in Information Technology from Brigham Young University Hawaii.
Experience
Claims Managment Team Manager
Jun 2024 — Present · South Jordan, UT, US
Act as escalation point for complex technical issues across multiple support queues, collaborating with engineering, product, and operations to resolve high-impact incidents.Manage resolution of monthly support tickets via SAP and Zendesk, ensuring adherence to SLA and high customer satisfaction.Conduct technical health reviews, identify ticket trends, and provide actionable recommendations to improve processes and reduce systemic issues.Lead a cross-border team of 6–10 agents across the U.S. and Mexico, ensuring consistent execution of workflows and knowledge sharing.Develop internal training and documentation to support complex integrations, updates, and best practices for enterprise customers.
Education
Faculdade Boa Viagem- DeVry
Bachelor's Degree, Business Administration and Management, General
2010 — 2014
Brigham Young University Hawaii
Bachelor's Degree, Information Technology
2014 — 2017
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