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Safety and Tech Support Analyst with over 3 years of experience in Customer Service and Safety Operations
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Competencies
Proficient in conducting comprehensive safety assessments and background checks to ensure compliance and safety.
Skilled in empathetic communication, conflict resolution, and providing technical support to diverse customer groups.
Experienced in using Power BI and MySQL to analyze data and generate actionable insights.
Capable of resolving technical issues related to devices, software, and network processes efficiently.
Proficient in MS Office, Salesforce, Zendesk, NICE, Avaya, Citrix, and internal tools for operational excellence.
Education
Languages
Summary
Experienced in safety analysis, customer support, and technical troubleshooting, with a proven ability to enhance operational safety and customer satisfaction through data-driven insights and empathetic communication.
Key Achievements
- Led safety analysis processes at LEAN SOLUTIONS, improving background check accuracy and follow-up efficiency.
- Handled high-pressure escalation calls at 24-7 INTOUCH CX, resolving customer issues with empathy and professionalism.
- Provided technical support to elderly customers, enhancing user experience and troubleshooting success rates.
- Utilized Power BI and MySQL to generate safety and performance reports, supporting data-driven decision making.
- Managed device troubleshooting and port-in/out processes, ensuring seamless technical support for clients.
Experience
Safety Analyst - Recruiter
Responsible for identifying new prospects, conducting comprehensive background checks, managing the follow-up process throughout the selection cycle, and performing safety analysis including drug testing and risk assessments related to hiring decisions.
Safety Analyst - Recruiter
Responsible for handling escalation calls within the Safety Department, often assisting distressed or frightened customers. Ensured a calm, empathetic, and solution-focused approach to resolve high-priority safety concerns effectively and professionally.
Tech Support Agent
Provided patient and empathetic technical support to elderly customers, assisting with device troubleshooting and managing phone number port-in and port-out processes.