Experienced technical support specialist with over 15 years in customer service, team leadership, and troubleshooting for software and mobile devices, committed to delivering high-quality support and exceeding KPIs.
Provided technical assistance for office applications, mobile devices, and software services.
Led and trained support teams, monitored KPIs, and guided process improvements.
Delivered white glove support focused on first-call resolution and customer satisfaction.
Reviewed metrics, set SLAs, created action plans, and optimized workflows.
Theitsupportcenter.net
Provide Technical Support to End users and CO -Workers, Review case details, procedures and escalations, as a Senior Team Member, also feed and create Knowledge base articles, Review KPIs with clients and define SLAs, new processes and updates
Teleperformance CR
Guide and train agents about BlackBerry Enterprise Solutions, Follow Processes and Procedures, Provide one-on-one coaching and feedback to agents, Monitor and develop action plans to achieve KPIs and create action plans, Meet with clients to review metrics, update and distribute KBAs, attend meetings, attend to client meetings and QA calibration.
CCNA
Six Sigma White - Green Belts
Basics of Project Management
Demonstrated dedication, empathy, collaboration, and a proactive approach in support roles.