Experienced in customer service, technical support, process improvement, and team supervision with over 10 years of industry exposure.
Provided technical and customer service support across multiple platforms and industries.
Supported platforms like Citrix, VMware, AVAYA, Teams, and used remote support tools such as TeamViewer and AnyDesk.
Improved employee onboarding processes and generated reports to track progress and efficiencies.
Supervised, trained, and analyzed performance metrics for call center agents.
FreedomCare
Optimized the employee onboarding process through ticket tracking in Salesforce., Provided basic technical support during the integration of new hires., Remote support for agents in the U.S. on platforms such as Citrix, VMware, AVAYA, Teams., Created tickets in FreshService Desk and followed up through calls, emails, and chat., Generated Excel reports on ticket progress.
CCD (Contact Center)
Freelancer at Appen
Evaluated and analyzed the performance of an AI Chat Bot., Collaborated with the development team to improve the bot's interaction and understanding.
Whitglo (Call Center)
Supervised and trained agents, analyzed performance metrics.
Bachelor's Degree
Diploma
Assessed AI chatbot performance and worked with developers for enhancements.
Teleperformance
Provided technical support to customers, resolving product and service issues.