Managed and resolved a high volume of inbound tickets daily, consistently meeting or exceeding first-contact resolution goals.
Provided clear, step-by-step troubleshooting for common software and hardware issues, guiding customers to successful outcomes.
Maintained detailed records of customer interactions and technical solutions in a ticketing system to improve team knowledge base.
Collaborated with senior engineers to escalate complex problems, ensuring timely resolution for the customer.
Handle customer service calls efficiently.
Assign service calls to technicians based on location, skills, and job type while optimizing routing.
Manage technician schedules, resolve conflicts, and reschedule appointments when needed.
Document service interactions, work details, and dispatch information accurately.
Track technician productivity and response times, providing feedback where necessary.
Respond promptly to customer inquiries via phone, email, or chat.Address and resolve customer complaints effectively.
Handle high volumes of inbound and outbound calls efficiently.
Maintained employee records and updated HR databases.
Assisted in payroll preparation, tracking absences, bonuses, and leaves.
Processed employee requests and coordinated HR projects, meetings, and training seminars.
Managed recruitment processes and facilitated employee onboarding.
