Experienced professional in customer and technical support across healthcare, banking, and technical environments. Skilled in troubleshooting, real-time communication, and workflow management, committed to delivering high-quality service and efficient resolutions.
Managed inbound and outbound calls, utilizing CRM tools to enhance customer satisfaction and issue resolution.
Diagnosed connectivity and usability issues, applied technical knowledge to restore product functionality.
Effectively conveyed procedural, technical, and procedural information in high-pressure environments.
Utilized ticketing workflows and case tracking tools like Salesforce and JIRA for case escalation and documentation.
E‑voque
Support real‑time communication during complex healthcare and system‑related interactions requiring precision and structured problem analysis., Interpret procedural and technical explanations while preserving intent, accuracy, and compliance (HIPAA)., Operate in high‑pressure environments, adapting...
Interactive Contact Center
Handled 150+ customer interactions weekly across phone and digital channels., Used ticketing workflows to track issues, prioritize cases, and ensure timely resolution., Identified recurring issues and improved resolution efficiency through clear, structured communication.
Teleperformance
Provided technical support for security‑related hardware and software products., Diagnosed connectivity, configuration, and usability issues to restore product functionality., Guided customers through step‑by‑step troubleshooting processes using clear, customer‑friendly language., Identified...
International Business
High School Diploma
French Language Certification
Professional Development
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Handled sensitive financial and health data, ensuring adherence to HIPAA and financial regulations.
Concentrix
Resolved account and system‑related inquiries with a 90% first‑contact resolution rate., Used Salesforce and JIRA for case management, escalation, and workflow tracking., Handled sensitive financial data in compliance with strict regulatory requirements.
