Versatile professional with over 10 years of experience in customer service, incident management, and data analysis within diverse industries including IT, pharmaceutical, and food services. Skilled in leading teams, managing crises, and leveraging technical tools for operational excellence.
Provided technical and service support across multiple industries, including pharmaceutical, food, and IT sectors.
Managed incident resolution processes, enhanced communication for technical teams, and handled escalations effectively.
Participated in designing and implementing learning models for sales forecasting accuracy at Kyndryl.
Led teams in customer support environments, providing coaching, handling escalations, and managing workflows.
Kyndryl
Investigated and resolved complex client cases via ticketing systems, effectively utilizing Salesforce, Google Workspace, Oracle, Workday., Collaborated with cross-functional teams to design and implement advanced learning models for predictive analytics, resulting in a quantifiable improvement in...
Tek Experts
Served as a strong advocate for customers, ensuring their needs were met and making valuable contributions to Microsoft's customer service, engineering, and quality assurance efforts., Reviewed executive email communications, analyzing and enhancing emails for effectiveness., Translated...
Hewlett Packard Enterprise
Provided exclusive monitoring service to MacDonald, assisting with real-time hardware malfunction by filling reports of devices., Scheduled physical appointments with engineers for issue resolution.
DXC
High School
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Utilized a range of technical tools to investigate, resolve issues, and improve service delivery.
Assisted doctors and engineers regarding pharmaceutical-related matters through internal systems., Recorded incidents in internal ticketing system., Identified and assigned unresolved issues as a first-line investigator.
Hewlett Packard
Resolved technical issues related to computer credentials, ensuring user queries were captured and triaged.
Hewlett Packard
Assisted customers in the United States, Canada, and Latin America with printing and imaging issues., Provided support for All-In-One Printers and other third-party brands.
Sykes
Worked in various roles including Customer Service Representative and Floor Support Representative., Handled call escalations and provided ongoing coaching and development to team members.