Carolina Zibert van Gricken

Carolina Zibert van Gricken has been in the workforce for over two decades. Carolina is currently a Senior Customer Support Specialist at Databox, a role they have held since 2021. In this role, they provide setup and onboarding assistance to new users and paying customers through chat and email. Carolina also offers proactive outreach via email to all new users who sign-up for the product and works with the technical support team to investigate and resolve technical support tickets.

Prior to this, they were a Division Quality Manager at LogosCorp from 2018 to 2021. In this role, they were responsible for designing indicators that allowed analyzing the productivity performance of the company, based on the indicators of the Production Division. Carolina also prepared weekly statistics on staff redemption and monitoring of policies, as well as designed and applied tools for measuring customer satisfaction, by applying surveys and conducting interviews.

Carolina was a Quality Assurance Lead at Ogangi, INC from 2017 to 2018. Before this, they were the Owner of Electrónica y Computación NZV from 2007 to 2017.

From 2006 to 2007, Carolina worked as an IT Coordinator at PH Cellular, Inc. In this role, they supervised the operational management of the providers of the applications and services required for the operation, liaised with service providers related to operating systems and applications, and monitored and controlled failures and breakdowns that affected the Product and the Channel.

Prior to this, Carolina was a Project Manager at Electrónica y Computación NZV, C.A. from 2005 to 2006. Carolina was responsible for direct contact with clients to recognize their problems, determine their needs, and develop a solution that allowed them to automate processes. Carolina also carried out the planning of the developments required of the department, prepared the project schedule (Work Plan), and planned the training program for the users of the systems.

From 2004 to 2005, Carolina worked as a TI Coordinator at Symtechven. In this role, they were responsible for direct contact with clients to recognize their problems, determine their needs, and develop a solution that allowed them to automate processes. Carolina also carried out the planning of the developments required of the department, prepared the project schedule (Work Plan), and planned the training program for the users of the systems.

Carolina's earliest work experience was at British American Tobacco from 2001 to 2004. In this role, they were an External Supervisor of the Help Desk Department, where they developed strategies to optimize the Help Desk service, evaluated the performance of the Support Analysts at the national level, and implemented tools that improved the quality of work of the Support Analysts. Carolina was also a Systems Analyst and Developer, where they were responsible for the elicitation of requirements with end users of the system, preparation of the project schedule (Work Plan), design and implementation of the database, and design and programming of system modules for wireless equipment.

Carolina Zibert van Gricken obtained their Ingeniero en Computación from Universidad Simón Bolívar in 2007, with a field of study in Sistemas de información de gestión, general. Carolina also obtained their Ingeniería en Computación from the same institution in 1998. In 2021, they obtained a Personal Productivity certification from Google Actívate and a Jesenska šola slovenskega jezik certification from the Center for Slovenščino kot drugi in tuji jezik. In 2020, they obtained a Začetna integracija priseljencev (ZIP) certification from Cene Štupar.