Customer Service & Communication
- Experienced in client-facing roles across multiple industries, including e-commerce, telecom, SaaS, and healthcare.
- Skilled in mediating disputes, handling sensitive issues like fraud investigations, and providing empathetic support.
- Strong written and verbal communication, with experience in email, chat, and phone support.
Technical Support Expertise
- Over 6 years of hands-on technical support across platforms like AOL, RingCentral, PandaDoc, and Regeneron.
- Proficient in troubleshooting software and hardware issues, password resets, application installations, and Active Directory management.
- Specialized in VOIP systems, including SIP, PBX, and CRM integrations (e.g., Salesforce, HubSpot, PipeDrive).
- Supported Mac OS and Windows environments, ensuring cross-platform compatibility.
Operational & Analytical Skills
- Served as Subject Matter Expert and Real-Time Analyst Trainee, gaining exposure to performance metrics and workforce management.
- Promoted to Level 2 IT Service Desk, handling escalations and coordinating with cross-functional teams to resolve complex issues.
Financial & Business Support
- Experience in accounts receivable, assisting small businesses with payments, orders, and pre-collection processes.
CRM & SaaS Integration
- Integrated platforms like PandaDoc with CRMs to streamline proposal creation and document workflows
