I bring 7 years of experience in customer service, with a strong background as a Helpdesk Technician and I----------- Management Specialist. As a Senior Helpdesk Technician, I provided end-user support via phone, chat, and email, assisting not only customers but also tea-----------mbers by addressing account-related inquiries and resolving escalations from Level 1 agents. I ensured they had the guidance needed to resolve issues effectively.
In my role as I----------- Management Specialist, I oversaw the daily quality and integrity of I----------- Management processes, ensuring support groups adhered to ITSM standards and that tickets were updated and closed within SLA timelines. Additionally, both as an SME and I----------- Control, I contributed to improving the knowledge base by identifying gaps and coordinating updates with the Knowledge team.
I also facilitated training sessions for new hires and provided coaching as needed. With my ability to quickly adapt to new systems and processes, I am confident in thriving within dynamic and evolving environments.
