Experienced in managing customer support teams, troubleshooting technical issues, and delivering excellent service delivery, with a focus on process adherence and team development.
Led teams and supported agent development to ensure adherence to processes and continuous improvement.
Provided troubleshooting and resolving device activation issues, and explained technical concepts to users.
Handled escalated service tickets and supported technical problem resolution for customers.
Reviewed work schedules and monitored agent progress to enhance team efficacy.
Alorica
Supported agents in developing essential skills to ensure adherence to correct processes and procedures., Monitored and followed up with agents to promote continuous positive development., Reviewed agents’ working hours and schedules to optimize team performance., Responded promptly to emails and...
GGA Solutions
Supported customers with troubleshooting and resolving device activation problems for mobile and broadband services., Explained technical concepts in easy-to-understand language, empowering users to manage devices independently., Handled escalated service tickets, coordinated with engineering...
High School Diploma
Leadership and Management Certificate
Coaching and Quality Assurance Certificate
Solutions-Based selling Certificate
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Trained new team members on device activation and customer service protocols.
