Experience

• 

  Convergys

  Jun 2011 - Apr 2012

  Technical/customer support specialist
• 

  Talleco

  Jul 2012 - Jan 2014

  • Account Services Coordinator

    Oct 2012 - Jan 2014

  • Data Entry Specialist

    Jul 2012 - Oct 2012
• 

  Accenture

  Mar 2014 - Aug 2015

  Hive leader - remote desktop support specialist

  Advanced Software Troubleshooting: Resolve complex operating system and software application errors with expertise.Email Error Resolution: Diagnose and troubleshoot issues related to email and email applications efficiently.Application Installation and Optimization: Install applications, ensure compatibility with outdated software, and optimize performance.Special Assignments: Execute special projects and administrative tasks as required.

• 

  Newfold digital

  Dec 2015 - now

  Lead INHUB Projects: Spearhead project execution by coordinating with PMs, Developers, Admins, Marketing, and Support teams to ensure timely documentation, approvals, and project milestones.Stakeholder Collaboration: Proactively engage with stakeholders to anticipate and mitigate potential issues, ensuring seamless project progress.Performance Reporting: Deliver comprehensive reports on project performance, aligning outcomes with KPIs, goals, and strategic objectives.Issue Management: Identify and escalate hurdles, bottlenecks, and blockers to Management, driving prompt and effective resolutions.Documentation Oversight: Maintain up-to-date product documentation, help guides, and knowledge base, ensuring consistent and centralized information access for stakeholders.Technical Support: Resolve complex product-specific queries from support, sales, and other customer-facing departments, serving as a key technical escalation point.Customer Feedback Integration: Analyze and synthesize customer feedback from various channels, providing actionable insights to drive product and service improvements.Vendor Relations: Enhance vendor partnerships through effective management of licensing, feature updates, and collaborative problem-solving.Cost Management: Monitor and review product and vendor costs within CRMS, addressing cost alerts and ensuring accurate financial tracking.Product Research & Analysis: Conduct thorough research and analysis on new and existing features, regional market needs, competitor landscape, and commercial agreements, including SWOT analysis and strategic projections. Show less Coach and Mentor: Guide, educate, and supervise new staff to foster teamwork and deliver outstanding support.Training Program Development: Design, plan, and organize orientation and training programs to enhance employee skills.Diverse Instructional Techniques: Present information through role-playing, simulations, team exercises, group discussions, videos, and lectures.Training Delivery Optimization: Evaluate and choose the most effective modes of training delivery (in-person or virtual) to maximize effectiveness, reduce costs, and minimize environmental impact.Training Materials Management: Develop, organize, and maintain comprehensive training manuals, guides, handouts, and visual materials.Refresher Training: Conduct ongoing training for experienced agents to improve their skills and support their career growth.Complaint Resolution: Handle supervisory complaints, queries, and calls effectively. Show less

  • Product Champion Coordinator

    Mar 2021 - now

  • Technical Trainer

    Dec 2015 - Feb 2021