Experience

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  Spi global ii

  Aug 2011 - Mar 2012

  Technical support representative| i.t associate

  • Provided technical assistance and support to customers via phone, email, or chat.• Diagnosed and resolved software, hardware, and network-related issues.• Assisted customers with product installations, configurations, and upgrades.• Guided customers through troubleshooting processes and provided step-by-step instructions.• Documented and tracked customer interactions and resolutions using a ticketing system.• Collaborated with cross-functional teams to resolve complex technical issues.• Escalated unresolved issues to higher-level technical support or appropriate departments.• Actively participated in training programs to stay updated on new technologies and product knowledge. Show less

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  Sykes asia

  Jun 2012 - Mar 2013

  Customer service representative

  • Handled a high volume of customer calls, ensuring prompt and courteous service.• Assisted customers with inquiries, product information, and order status updates.• Resolved customer complaints and issues in a professional and timely manner.• Documented customer interactions and maintained accurate records of inquiries and resolutions.• Participated in training programs to stay updated on product knowledge and customer service techniques.• Collaborated with team members to achieve departmental goals and targets.• Contributed to the development and improvement of customer service processes. Show less

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  Alorica

  Mar 2013 - Jun 2018

  Service team manager

  • Streamlined communication and collaboration across teams, resulting in cost-effective solutions and a substantial reduction in production errors.• Employed effective upselling techniques to enhance customer interest and increase sales revenue.• Provided comprehensive support knowledge to assist team members in completing assignments and delivering high-quality results.• Developed and executed profitable marketing campaigns for products, leveraging social media strategies and analytics to reach target audiences and drive sales.• Led sales activities, driving a high-performance sales culture and achieving increased sales targets.• Monitored project information and established channels to secure project opportunities, ensuring a steady pipeline of business.• Prepared accurate and reliable monthly, quarterly, and annual sales forecasts, supporting effective business planning and decision-making. Show less

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  Fis global

  Jun 2018 - Feb 2019

  Operations supervisor tier 2 | sprint

  • Oversaw day-to-day operations, ensuring efficient and effective delivery of services.• Managed and provided guidance to a team of 25 employees, fostering a positive work environment and promoting professional development.• Monitored key performance indicators (KPIs) to track team and individual performance, identifying areas for improvement.• Analyzed operational data and implemented process improvements to increase efficiency and productivity.• Developed and implemented training programs to enhance employee skills and knowledge.• Collaborated with cross-functional teams to align operational goals and streamline processes.• Conducted regular team meetings to communicate targets, provide feedback, and foster collaboration.• Escalated and resolved complex customer issues, ensuring customer satisfaction and retention. Show less

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  Servicesource, inc

  Feb 2019 - Jun 2019

  Renewal sales representative | business development manager

  • Collaborated with internal teams to address client inquiries, resolve issues, and ensure customer satisfaction.• Consistently achieved and exceeded renewal and upsell targets, resulting in increased revenue.• Utilized CRM software to track customer interactions, manage leads, and monitor sales pipeline.• Created customized renewal proposals and negotiated contract terms to maximize renewal rates.• Stayed updated on product knowledge and industry trends to effectively communicate value propositions to clients.Market Research and Analysis:Conducting thorough market research to identify potential clients, market trends, and new business opportunities.Analyzing market data to develop strategies for penetrating new markets and expanding existing ones.Identifying competitors and understanding their strengths and weaknesses to gain a competitive edge.Business Strategy Development:Collaborating with the senior management team to create a comprehensive business development strategy aligned with the company's overall goals and objectives.Formulating long-term and short-term business plans to achieve growth targets and increase revenue.Identifying potential strategic partnerships and alliances that can contribute to the company's growth.Sales and Negotiation:Participating in sales pitches and presentations to potential clients to showcase the company's products or services.Negotiating terms and contracts with clients, vendors, or partners to establish mutually beneficial agreements.Building strong relationships with key stakeholders to enhance business opportunities and foster long-term partnerships.Client Relationship Management:Managing and nurturing existing client relationships to ensure customer satisfaction and repeat business.Addressing client concerns, feedback, and issues promptly and professionally.Understanding client needs and preferences to tailor products or services accordingly. Show less

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  Iopex (mylife.com)

  May 2019 - Aug 2020

  Technical support supervisor

  • Streamlined communication and collaboration across teams, resulting in costeffective solutions and a substantial reduction in production errors.• • Employed effective upselling techniques to enhance customer interest and increasesales revenue.• • Provided comprehensive support knowledge to assist team members in completingassignments and delivering high-quality results.• • Developed and executed profitable marketing campaigns for products, leveragingsocial media strategies and analytics to reach target audiences and drive sales.• • Led sales activities, driving a high-performance sales culture and achievingincreased sales targets.• • Monitored project information and established channels to secure projectopportunities, ensuring a steady pipeline of business.• • Prepared accurate and reliable monthly, quarterly, and annual sales forecasts,supporting effective business planning and decision-making. Show less

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  Concentrix

  Aug 2020 - Apr 2024

  Team Leadership:Provide strong leadership and direction to the team, setting clear expectations and performance goals.Motivate and inspire team members to achieve their full potential.Conduct regular team meetings, one-on-one sessions, and performance evaluations.Operations Management:Monitor and manage the team's workflow, ensuring timely and high-quality service delivery.Develop and implement efficient processes and procedures to optimize team performance.Handle escalations and complex issues as needed.Performance Management:Establish performance metrics and key performance indicators (KPIs) for the team.Continuously assess team performance against KPIs and take corrective actions as necessary.Recognize and reward high-performing team members.Training and Development:Identify training needs and facilitate ongoing skill development for team members.Promote knowledge sharing and cross-training among team members.Ensure team members are well-versed in Intuit products and services.Customer Focus:Foster a customer-centric mindset within the team, emphasizing the importance of delivering exceptional service.Address customer issues and concerns promptly and effectively.Gather feedback from customers and use it to improve team performance.Communication and Collaboration:Facilitate open and effective communication within the team and with other departments.Collaborate with other managers and stakeholders to drive cross-functional initiatives.Share updates on team performance and progress with senior management.Resource Management:Allocate resources efficiently, including staffing levels, equipment, and software tools.Budget planning and cost management to ensure resources are used effectively.Quality Assurance:Implement quality assurance processes to maintain service standards and compliance.Conduct regular quality audits and provide feedback for improvement. Show less • Conducted router installations to the highest standards and met companytimeframes, ensuring seamless connectivity for clients.• Demonstrated a commitment to professional development by investing over 100hours in training sessions to stay updated on the latest practices, regulations, andprocedures in the field.• Prioritized safety by conducting thorough risk assessments before each job, ensuringcompliance with Concentrix regulations and minimizing potential hazards.• Cultivated strong relationships with clients, fostering outstanding customersatisfaction and achieving high customer retention rates.• Provided reliable service and maintenance for Cisco equipment and tools, adhering toPomeroy regulations and following strict safety procedures.• Efficiently allocate and de-allocate IP addresses for devices shipped to various sites,ensuring smooth network operations.• Deploy and provide assistance with installation issues for clients utilizing DSL, cable,T1, fiber, and other high-capacity circuits, as well as VPN technologies.• Configure VLAN subnets and assign IP addresses on the Meraki admin platform,ensuring proper network segmentation.• Resolve issues related to incorrect IP configurations by correcting the configurationon the network's uplink.2• Bridge modems as necessary to establish connectivity and optimize networkperformance.• Ensure that monitored routers and appliances pass the required checks and aresuccessfully detected on the Remote Desktop Connection (RDC) for monitoringpurposes.• Collaborate with CLEC (Competitive Local Exchange Carrier), ILEC (Incumbent LocalExchange Carrier), and ISP (Internet Service Provider) partners to address and resolvecircuit-related issues.• Provide installation support to third-party technicians, including remote assistance asneeded, to ensure successful deployments. Show less

  • Team Manager (Intuit)

    Sept 2023 - Apr 2024

  • Installation Engineer Supervisor

    Aug 2020 - Sept 2023
• 

  Upwork

  Aug 2020 - Aug 2024

  Freelancer

  Technical support:Provide technical support to customers via phone, email, chat, or other electronic means.Diagnose and resolve technical problems with software, hardware, and other technical equipment.Document technical support cases and provide status updates to customers.Stay up-to-date on the latest technical developments and trends.Customer service:Provide excellent customer service to customers, resolving their issues in a timely and efficient manner.Answer customer questions and inquiries in a clear and concise manner.Be empathetic and understanding to customer concerns.Go the extra mile to resolve customer issues.Upwork freelancer:Market and promote your technical support or customer service skills on Upwork.Respond to job postings and proposals in a timely manner.Build and maintain a strong reputation on Upwork.Deliver high-quality work on time and within budget.Provide excellent customer service to Upwork clients.In addition to these duties and responsibilities, technical support, customer service, and Upwork freelancers may also be responsible for the following:Creating and maintaining knowledge bases and FAQs.Training new technical support or customer service representatives.Developing and implementing technical support or customer service processes and procedures.Conducting technical support or customer service audits.The specific duties and responsibilities of a technical support, customer service, and Upwork freelancer will vary depending on the specific job, industry, and client. However, the skills and qualifications that are essential for success in this role include:Excellent communication skills, both written and verbal.Strong technical knowledge and troubleshooting skills.Ability to work independently and as part of a team.Excellent customer service skills.Ability to work under pressure and meet deadlines.Self-motivated and able to work independently.Ability to learn new technologies and adapt to change. Show less

• 

  Legend networking & telecom

  Jun 2021 - May 2022

  Information technology help desk

  Key ResponsibilitiesTechnical Support & TroubleshootingProvide prompt first-level technical support to end-users experiencing hardware, software, or network issues.Troubleshoot issues related to desktop computers, laptops, printers, and other peripherals.Assist users with installation, configuration, and maintenance of operating systems, applications, and network services.Ticket ManagementManage and prioritize helpdesk tickets using the ticketing system, ensuring timely and effective resolution of all user requests.Document all reported issues, resolutions, and follow-up actions in the helpdesk system.Escalate unresolved issues to the appropriate team or higher-level support as necessary.User Account ManagementAssist in creating, modifying, and managing user accounts in systems such as Active Directory, email, and other enterprise applications.Reset passwords, unlock accounts, and assist users with login issues while maintaining appropriate security protocols.Hardware & Software DeploymentInstall, configure, and maintain computer hardware, software, and peripheral devices for new and existing users.Coordinate and execute system upgrades, patches, and updates to ensure system integrity and performance.Assist with inventory management of IT assets and maintain accurate records of hardware and software.System & Network MonitoringMonitor system performance and network connectivity, identifying and reporting any potential issues to relevant teams.Assist with basic network troubleshooting, including Wi-Fi, LAN, and VPN issues.Customer Service & CommunicationProvide excellent customer service, ensuring clear communication with end-users about issue status and resolutions.Guide users through step-by-step solutions and offer user-friendly explanations for technical issues.Ensure a positive user experience by maintaining professionalism, empathy, and patience during interactions. Show less

• 

  Intelecis

  Aug 2021 - Jun 2022

  It helpdesk supervisor

  Key ResponsibilitiesTeam Leadership & SupervisionManage, mentor, and support the helpdesk team, including recruitment, training, and performance evaluations.Delegate tasks and monitor workload distribution to ensure efficient support and cybersecurity compliance.Establish and enforce helpdesk processes, ensuring alignment with industry best practices and organizational policies.Cybersecurity Monitoring & ComplianceImplement and enforce cybersecurity policies, protocols, and standards, ensuring compliance with regulatory requirements (e.g., GDPR, HIPAA, PCI-DSS).Conduct regular reviews of system and network security, identifying and addressing vulnerabilities.Coordinate with the cybersecurity team to develop and maintain incident response protocols, including data breach response, malware detection, and recovery efforts.Incident Management & ResolutionOversee the timely identification, investigation, and resolution of IT incidents, with a focus on minimizing downtime and securing systems.Manage escalations related to complex technical issues or security incidents, working closely with cross-functional teams.Track and analyze incidents to identify trends and recommend preventive measures to reduce future security risks.Technical Support & TroubleshootingProvide hands-on technical expertise and support for resolving complex IT issues, ensuring quick resolutions while maintaining security standards.Assist in troubleshooting network, software, and hardware issues, ensuring secure configurations across systems.Serve as the primary escalation point for security-related incidents within the helpdesk team.Collaboration & CommunicationLiaise with other departments (e.g., IT, Security, Compliance) to ensure seamless integration of cybersecurity measures across the organization.Ensure clear communication of security policies and procedures to end-users, promoting a culture of security awareness and responsibility. Show less

• 

  Self employed

  Aug 2024 - now

  Tiktok ambassador/vlogger

  Content Creation: Develop and post unique, on-brand videos on TikTok, aligning with our company’s messaging and aesthetic.Audience Interaction: Actively engage with followers by responding to comments, participating in trending challenges, and fostering meaningful interactions with the TikTok community.Brand Representation: Be a visible and authentic representative of our brand, showcasing our values and mission through creative storytelling.Trend Spotting: Stay updated on TikTok trends, platform updates, and viral content to keep our brand relevant and on the cutting edge.Collaborative Campaigns: Work with the marketing team to promote special campaigns, product launches, or brand initiatives through TikTok content. Show less

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  Banfield pet hospital

  Nov 2024 - now

  Installation engineer

  Role Responsibilities 1. Installation and Setup • Install, configure, and test equipment or systems according to design specifications and customer requirements. • Ensure installations comply with safety and industry standards. • Assemble components and perform system integration. 2. Technical Support • Diagnose and troubleshoot installation issues. • Provide technical guidance and recommendations during the installation process. • Collaborate with internal teams (e.g., engineering, sales, support) to resolve complex issues. 3. Customer Interaction • Communicate effectively with customers to understand their requirements and ensure satisfaction. • Provide on-site training or demonstrations on system usage and maintenance. • Handle customer feedback and inquiries professionally. 4. Documentation • Maintain detailed records of installations, including diagrams, testing results, and configuration settings. • Prepare and submit reports on completed projects. 5. Compliance and Safety • Adhere to all relevant safety protocols and regulations. • Ensure proper handling of tools, equipment, and materials. 6. Continuous Learning • Stay updated on industry trends, technologies, and best practices. • Participate in training sessions to improve technical and product knowledge. Show less