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Customer Support & Technical Support Specialist with 10+ years in Telecom & IT
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Competencies
Handled inbound calls, account questions, collections, and customer issue resolution for telecom, insurance, and health services.
Provided product guidance, troubleshooting, and user training for Omnitracs, Qualcomm, and internal IT teams.
Supervised and trained support teams, conducted evaluations, and managed scheduling, performance metrics, and hiring processes.
Utilized various software including Salesforce, Jira, Microsoft Office, and programmed in Visual Basic, C++, Java, and Visual FoxPro.
Taught TOEFL and IELTS preparation, created educational materials, and guided students through test processes.
Education
Languages
Summary
Dedicated support specialist with over 10 years of experience in customer service, tech support, and team management across telecom, IT, healthcare, and education sectors. Skilled in training, process improvement, and client satisfaction.
Key Achievements
- Led training and onboarding for new hires at Omnitracs, enhancing team efficiency.
- Managed customer satisfaction metrics and quality assessments as Support Supervisor.
- Developed training materials and updated knowledge bases across multiple support roles.
Experience
Contact Center Agent
answering calls from Verizon online Located in the U.S., assisting customers with any problem related to the internet access, upselling any available addons, extra speeds, packages, channels, phone minute packages
Full-time teacher
Teach any assigned classes, Educate and guide students towards the TOEFL, IELTS tests for certification, Take notes on assistance, homework checking, and overall student score, Create PowerPoint presentations for in-class use, Drive to and from locations for the assigned classes
Tech Support Agent
Answer the phone and help and guide customers with any problem they present on the use of the Omnitracs products, In charge of training new hires since the start of the project, Updated knowledgebase create training documentation and information, Staff management, Scheduling and more
Tech Support Supervisor/Manager
Yearly Evaluations, Training manager, Bonus stats and metrics, Agent of the week score card on a weekly basis, Overtime granting/processing/Approving Payroll, Weekly status report to Omnitracs Upper management, Survey responses - call downloads – daily/when Needed – Customer satisfaction Score, Net...
IT Help desk Supervisor
Grow the team to make this campaign a stable job environment for the team, Collect KPI data for the team and provide them with status reports, Worked with HR on payroll and corrective actions, Generate monthly reports for management, Attend any required meetings on business development and new...
Customer service agent
Inbound call answering, answering account questions, take payments, implemented collections strategies
Medical assistant
Change PCP for members, Issue new medical cards, guide clients on choosing a new insurance company, provide coverage information
Medical assistant
Guidance on use of proprietary software, Respond to any HOW TO questions coming from Doctors or clinicians for patient management, Manage escalations for other agents
AI support agent
Inbound chat sessions, Answering account questions, Provide payment clarification, Implemented collections strategies