Demonstrated experience with Extensive experience.
Demonstrated experience with Conflict Resolution.
Demonstrated experience with Escalation Handling.
Demonstrated experience with Coaching & Leadership.
Teknowledge (Microsoft)
First point of contact for technical issues via phone, email, and chat., Troubleshot complex Azure and SQL Azure cases., Managed escalations with engineering and product teams., Created and tracked incident management requests., Improved automation and self-help resources., Supported knowledge sharing and cross-team collaboration.
Infosys (Verizon)
Consulted customers on wireless services and plans., Addressed billing, account, and product concerns., Served as communication link between departments., Promoted complementary products and upgrades.
ClearSource (Traeger)
Technical support for smart cooking devices., Troubleshooting for app, Bluetooth, and Wi-Fi issues., Ensured customer satisfaction across hardware/software issues.
SmileDirectClub
Assisted customers via phone/email with account and billing inquiries., Promoted new products., Departmental POC and escalation handler., Supported onboarding for new hires and provided peer support., Conducted audits of voice & non-voice interactions., Built performance tracking tool for agents., Delivered coaching and side-by-side support., Led calibration sessions and quality meetings., Conducted process audits and provided improvement feedback.
High School Degree
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Demonstrated experience with MS Office Suite.
Convergys (Cigna)
Assisted with claims, benefits explanation, and account inquiries., Created and managed cases to ensure fast resolution.
Sykes (AT&T)
Promoted wireless services., Assisted with billing, accounts, promotions., Acted as departmental POC and supported escalations., Helped low-performing agents improve.
