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Dennis
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Competencies
Demonstrated experience with Operating Systems.
Demonstrated experience with Applications.
Demonstrated experience with ITSM Tools.
Demonstrated experience with Hardware.
Demonstrated experience with Networking.
Education
Summary
Professional profile
Experience
Technical I – Global Service Desk
Provide Tier 1 technical support to global users via phone, email, and chat. Handle incidents and service requests following ITIL best practices. Troubleshoot hardware, software, and network connectivity issues. Support Microsoft 365 and MacOS applications including Outlook, Teams. Perform Active Directory tasks such as password resets and account unlocks. Escalate unresolved issues to Tier 2 / specialized teams with proper documentation. Maintain high customer satisfaction while meeting SLA targets. Create and update knowledge base articles for common issues
Customer Service Representative
Handle customer inquiries via phone, email, or chat regarding:. Account balances and transactions. Payments, transfers, and card services. Online and mobile banking support. Resolve customer issues efficiently while meeting service level agreements (SLAs). Provide accurate information on HSBC banking products and services. Perform account maintenance and identity verification in compliance with security standards. Identify customer needs and recommend appropriate banking solutions. Adhere to internal policies, procedures, and regulatory requirements. Maintain detailed and accurate documentation of customer interactions. Escalate complex issues to appropriate departments when necessary. Deliver consistent, professional, and empathetic customer service
Customer Service Representative
Handle inbound and outbound customer interactions via phone, email, and chat. Assist customers with bookings, changes, cancellations, and refunds for:. Flights. Hotels and accommodations. Car rentals. Vacation packages. Troubleshoot and resolve booking issues, payment concerns, and itinerary discrepancies. Explain fare rules, policies, travel requirements, and refund eligibility. Coordinate with airline, hotel, and third-party vendors to resolve customer issues. Accurately document customer interactions and resolutions in CRM systems. Ensure compliance with company policies and customer data privacy standards. Meet or exceed performance metrics such as customer satisfaction, handle time, and SLA targets. Deliver professional, empathetic, and customer-focused service in all interactions
Customer Service Representative
Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Assist customers with:. Order tracking and delivery issues. Returns, refunds, and replacements. Account access and payment concerns. Navigate multiple systems and tools to research and resolve customer concerns. Follow Amazon policies, guidelines, and standard operating procedures. Accurately document customer interactions and actions taken. Escalate complex or sensitive issues to higher support tiers when necessary. Maintain data privacy and security standards at all times