Yamil - Cloud Specialist with 10+ years in IT and customer support

Designed, deployed, and maintained secure cloud-based systems supporting organizational growth.

Supervised teams and provided coaching to ensure high performance and KPI compliance.

Handled technical and account inquiries, fostering customer trust and retention.

Resolved complex technical issues efficiently within support roles, ensuring high satisfaction.

Managed device enrollment, deployment, and policy enforcement in enterprise environments.

Oversee the enrollment process for corporate and personal devices in Microsoft Intune, ensuring seamless integration and setup., Coordinate and execute the deployment of enterprise applications across managed devices to meet organizational needs effectively., Manage and monitor endpoint devices, ensuring they comply with security standards and organizational policies., Implement and maintain compliance policies within Intune to align with regulatory and organizational requirements., Design and enforce device restriction policies to safeguard company data and optimize device usage in line with business protocols., Design, deploy, and maintain secure and scalable cloud-based systems to support organizational operations and growth., Monitor cloud environments to ensure optimal performance, proactively addressing issues and minimizing downtime., Lead seamless migration of data and applications to cloud platforms while ensuring compatibility and minimal disruption., Implement robust security protocols and ensure compliance with industry standards to safeguard sensitive information., Provide expert guidance to resolve complex technical challenges and offer user support for cloud services.

Promptly answer up to 115 calls daily, demonstrating exceptional multitasking skills while maintaining professionalism and campaign privacy standards., Utilize strong customer service skills to build trust and loyalty, ensuring retention and resolving concerns effectively to exceed satisfaction survey benchmarks., Serve as the first point of contact for customers, handling inquiries, directing calls, and maintaining a welcoming and organized reception area., Provide step-by-step assistance to customers experiencing technical difficulties, ensuring first-call resolution and consistently meeting performance metrics.

Oversee a team of agents to ensure high performance and compliance with KPIs, while providing coaching and motivation to foster a productive work environment., Conduct regular performance evaluations and quality checks, identifying areas of improvement and implementing strategies to enhance efficiency and customer satisfaction., Serve as a liaison between management and team members, ensuring seamless communication, addressing concerns promptly, and maintaining a collaborative atmosphere.

Provide in-depth knowledge and support to agents by conducting training sessions and creating resource materials that ensure team members are well-equipped to meet performance metrics., Monitor calls or tasks to assess quality and compliance, while offering actionable feedback to improve efficiency, resolve issues, and maintain service excellence., Act as the primary point of contact for resolving complex issues or escalations, ensuring swift and effective solutions while maintaining client satisfaction.

Efficiently handled up to 60 calls per shift while adhering to campaign privacy standards., Systematically resolved technical issues by guiding customers through step-by-step troubleshooting, consistently surpassing first call resolution targets each month., Leveraged exceptional customer service skills to foster trust, achieving strong customer satisfaction survey results.

Cultivated strong client relationships by understanding their credit challenges and offering tailored solutions, leading to improved customer satisfaction and retention., Consistently exceeded sales targets by effectively presenting credit repair packages, addressing objections, and closing deals in a competitive environment., Proactively engaged with existing customers to ensure continued service satisfaction, provided ongoing support, and implemented strategies to minimize cancellations and maximize loyalty.