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Katerina
Customer Service & IT Support Specialist with 10+ years experience
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Competencies
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.
Assessed AI chatbot performance and worked with developers for enhancements.
Education
Languages
Summary
Experienced in customer service, technical support, process improvement, and team supervision with over 10 years of industry exposure.
Key Achievements
- Streamlined onboarding process at FreedomCare via ticket tracking in Salesforce.
- Evaluated and collaborated on AI Chat Bot performance improvements at Appen.
- Supervised and trained call center agents, analyzing performance metrics at Whitglo.
Experience
Onboarding Coordinator
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.
IT Helpdesk Support
AI Chat Bot Evaluator
Evaluated and analyzed the performance of an AI Chat Bot., Collaborated with the development team to improve the bot's interaction and understanding.
Quality Supervisor
Supervised and trained agents, analyzed performance metrics.
Customer Service Agent
Provided technical support to customers, resolving product and service issues.