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Support Coach / Trainer at TTEC with 2 years in Customer Support and Technical Assistance
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Competencies
Proficient in resolving technical issues across mobile, smart home, and network platforms with high customer satisfaction.
Experienced in designing and delivering effective training sessions for technical support teams.
Skilled in conveying complex technical information clearly and empathetically to diverse audiences.
Efficiently manages multiple tasks using AI tools and browser extensions to optimize workflow.
Capable of guiding teams through coaching, training, and support to achieve service excellence.
Education
Languages
Summary
Dedicated technical support professional with extensive experience in client service, team training, and process optimization. Proven ability to lead, train, and resolve complex issues efficiently.
Key Achievements
- Promoted to Support Coach within 4 months, demonstrating rapid skill development and leadership potential.
- Led training sessions for new hires, improving team onboarding efficiency and service quality.
- Delivered premium technical support to high-profile clients, ensuring customer satisfaction and loyalty.
- Utilized AI tools and browser extensions to enhance productivity and data accuracy in client database management.
- Recognized for creative and empathetic problem-solving in complex technical support scenarios.
Experience
Qualifier Specialist – Intake Department
Handled incoming calls from potential legal clients, qualifying leads and capturing accurate data., Used CMRS and AI-based tools to populate client databases efficiently., Delivered a high level of service with clear communication and confidentiality.
Support Coach / Temporary Trainer – Verizon Project
Provided technical support to Verizon clients for mobile and home connectivity services., Promoted to Support Coach in 4 months and served as Temporary Trainer after 6 months., Led training sessions and provided feedback to improve team performance.
Premium Technical Support Specialist
Delivered premium technical support to high-profile clients with high-end devices., Resolved issues across multiple platforms including mobile apps and smart home technology., Ensured personalized and effective solutions while maintaining customer satisfaction.
Senior Tech Support Agent / Trainer
Handled complex technical support cases for business and individual clients., Promoted to Senior Agent for 2 years and served as Trainer for 3 years., Trained new hires in sales and support procedures and best practices.