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Competencies
Demonstrated experience with Microsoft Office Suite.
Demonstrated experience with Ticketing Systems.
Demonstrated experience with CRM Platforms.
Demonstrated experience with Technical Troubleshooting and Remote Support.
Demonstrated experience with Data Verification and Quality Assurance.
Education
Languages
Experience
Back Office Support Specialist
Provided billing and account support via phone and email for AWS customers., Assisted customers during critical launches and major support events, ensuring minimal service disruption., Advocated for customers by identifying areas for service improvement and proposing solutions., Managed account recovery processes, adjusted invoices, and guided clients through compromised account remediation., Maintained internal knowledge databases and continuously updated documentation.
Service Desk Agent (Tokio Marine North American Services)
Delivered first-level technical support, resolved incidents, and escalated critical issues appropriately., Updated customer data, maintained accurate service reports, and ensured timely follow-ups., Provided a high level of customer satisfaction by exceeding performance KPIs.
Customer Service Agent (Citi Gold Clients)
Assisted high-profile customers with balance inquiries, deposits, transfers, and billing-related questions., Handled sensitive financial information while maintaining confidentiality and trust.
Customer Service & Document Verification Agent
Verified customer information including payroll details, social security numbers, and home addresses for financial institutions., Provided support for clients applying for bank loans by verifying and delivering critical documentation.
Technical Support Agent
Resolved customer issues related to internet, phone, and cable service connectivity., Scheduled technician appointments and provided billing information support.
Technical Support Agent & Administrative Assistant
Supported customers with troubleshooting internet, cable, and phone service problems., Managed supervisor agendas, handled corporate expenses, and assisted in new hire interviews.