Experienced in customer support, team leadership, onboarding, and CRM management across security and telecom sectors. Adept at coaching teams, streamlining processes, and ensuring high-quality service delivery to clients.
Extensive experience supporting clients through inbound/outbound calls, technical support, and account management.
Led and supported teams, improved processes, and provided real-time feedback for enhanced performance.
Used CRM tools like Genesys, Avaya, and custom systems to track interactions, manage cases, and follow-ups.
Conducted new employee training sessions, created onboarding materials, and tracked trainee progress.
Skyline Security
Lead and support a team while actively handling inbound and outbound calls., Manage escalations and complex customer interactions effectively., Coach team members through real-time feedback and ongoing support., Ensure adherence to quality standards and company procedures., Communicate clearly with...
Skyline Security
Supported client onboarding, managed calendars and emails, and scheduled appointments., Used CRM tools to track interactions and ensure timely case follow-ups., Handled inbound/outbound calls using Genesys with minimal supervision., Daily use of Microsoft Office Suite (Outlook, Excel, Word, Teams)...
Full Potential Solutions
Worked on the Frontier Communications account supporting internet service customers., Provided technical and billing support; scheduled technician appointments., Created and followed up on cases using CRM systems., Handled calls via Avaya; organized workflow using Google Workspace tools.
Sutherland
JOURNALISM
HIGH SCHOOL
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Provided technical assistance for internet, billing, and service setups across telecom and security domains.
Supported AT&T customers with account issues, product questions, and sales support., Used Microsoft Office and CRM tools to manage schedules and records., Created service cases, processed orders, and booked appointments.
Teleperformance
Led training and onboarding for new employees in a customer support campaign., Delivered product training, managed session calendars, and tracked trainee progress., Provided 1:1 coaching and support; handled internal communications and requests.
Teleperformance
Sourced candidates based on campaign needs., Conducted interviews and presented candidates to hiring teams., Used Microsoft Office tools to organize schedules, email communications, and meetings.
Teleperformance
Assisted clients with package tracking and billing inquiries., Created follow-up cases and handled calls via Avaya.
