I am currently working as a service desk representative. I monitor i----------- tickets, manage staffing, breaks and ticket distribution. I do quality audits and perform root cause analysis and hop count analysis for inputs for process improvements. I provide in-depth quality checks and recovery for escalated ticket concerns. I provide reliable and up-to-date resolutions on existing and new knowledge base reference guides. I perform software installations, configurations, drive mapping, and troubleshooting for applications used by business partners. I do security checks for phishing emails. I handle incoming and outgoing calls, emails and chats for VIP clients. I also have experience in relationship management. I have 3 years corporate experience as a relationship manager in the telecommunications industry and 10 years experience in the BPO industry.
