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Demonstrated experience with Salesforce.
Demonstrated experience with Jira.
Demonstrated experience with Advanced Excel.
Demonstrated experience with Google Sheets.
Cognizant
Delivered bilingual customer support in fast-paced, high-volume environments using CRM platforms (Salesforce) to manage complex inquiries, sensitive cases, and critical escalations., Ensured accurate data validation, detailed case documentation, SLA tracking, and first-contact resolution while meeting strict quality and response metrics., Actively supported onboarding and mentoring, contributing to process standardization, QA adherence, and continuous improvement initiatives through structured knowledge transfer and cross-team collaboration.
Amherst
Supported key operational processes including utilities coordination, property issue resolution, resident account management, and Housing Choice Voucher (HCV) compliance., Managed financial and operational records, service activations, and case workflows, ensuring accuracy and regulatory adherence., Worked cross-functionally to resolve complex cases using Salesforce, Jira, internal ticketing systems, and advanced Excel (reports, trackers, reconciliations)., Contributed to process optimization, SLA monitoring, and audit readiness, and led onboarding, documentation, and knowledge transfer to improve consistency and team performance.
Technical Emphasis in Executive for Customer Service and Business Administration
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Demonstrated experience with Clear Cross-Functional Communication.
