With over 17 years of experience in the industry, I’ve developed a strong skill set that enables me to deliver exceptional support across various roles. Throughout my career at Sitel, I’ve had the privilege of working with esteemed clients like AON, Dow Jones, Microsoft, Digital River, Telecom New Zealand, Sony, and Bellsouth, where I’ve consistently provided high-quality service to customers in the US, Canada, and New Zealand.
As a Digital River and Microsoft Customer Service Representative, I assisted customers with online orders and general inquiries, ensuring a smooth and positive experience through phone and email support. My ability to address customer needs efficiently helped me maintain a high standard of service.
In my role with Telecom New Zealand, I provided non-voice support, handling accounts and ensuring that customer records were accurate and up-to-date. This position strengthened my attention to detail and my ability to manage critical backend processes.
Working with Sony allowed me to deepen my technical expertise. As a Level 2 Agent, I provided advanced technical assistance for hardware, software, and networking issues, often handling escalated cases. Utilizing Remote Desktop Assistance, I efficiently diagnosed and resolved complex problems, ensuring customer satisfaction. My previous role as a Sony Customer Service/Technical Support Representative also equipped me with strong troubleshooting skills, enabling me to address a wide range of computer-related issues.
Earlier in my career, I served as a Bellsouth Technical Support Specialist, where I provided essential support to US customers' connectivity issues. My knowledge in configuring routers and assisting with various connection types, including Dial-up, DSL, and Fiber Optics, was foundational in developing my technical problem-solving abilities.
I am proud to have received numerous awards throughout my career, including being named Top Learning Specialist for the first quarter of 2022 and Best of the Class for the first half of 2022, achieving 100% Tput. My commitment to excellence has also earned me multiple Certificates of Recognition for top performance as an email agent and for achieving high honors in customer satisfaction.
I am passionate about delivering outstanding customer experiences, training new hires, and continually enhancing my skills to meet the evolving demands of the industry. My journey has been one of growth, achievement, and dedication, and I look forward to continuing to make a positive impact in the customer service and technical support fields.
