Virtual Assistant | Tech Support | Customer Service

Home Based Campaigns (February 2015 – November 2022) Customer Success Team Supervisor Managed a team of associates engaged in inbound/outbound phone, email, and chat support. Improved team performance and customer satisfaction metrics. Home Based Campaigns (February 2015 – November 2022) Technical Support, Onsite in 60 Managed a team responsible for lead mining. Conectys (January 2015 – December 2016) Technical Support Specialist - Guestek Engaged in level 2 inbound, outbound, and chat support for technical issues. Next BPO Solutions Inc. (December 2012 – 2014) Technical Support Associate Level 1 Hybrid Managed technical support activities for a Canadian Webhosting company. Led a team responsible for email support, chat support, inbound, outbound, and server maintenance. Stream Global Services (April 2010 - November 2010) Second Level Product Support (Product Specialist) Managed escalated technical issues and provided second-level product support. Sutherland Global Services (November 2008 - August 2009) First Level Support - Technical Account (AT&T) Managed first-level technical support for technical accounts. Second Level Support - Customer Service Department Compliance Division Back-office Department Escalations and Supervisorial Escalations Managed various aspects of first-level and second-level support, compliance, back-office, and escalations.

Home Based Campaigns (February 2015 – November 2022) Account Manager - Satori Jewelry Created and implemented SOPs for payment, shipping, delivery, warehouse, retention, refunds, and customer support. Managed Stripe dispute resolution. Led customer service initiatives and improved customer retention. Technical Support, Onsite in 60 Supervised a team of 4 associates responsible for lead mining. Provided technical assistance to clients, ensuring seamless operations. Customer Success Team Supervisor Led a team in inbound/outbound phone, email, and chat support. Enhanced team performance and customer satisfaction metrics. Conectys (January 2015 – December 2016) Technical Support Specialist - Guestek Level 2 inbound, outbound, and chat support for technical issues. IBEX Global (January 2014 – January 2015) Customer Care Associate Tier 1 Trained for AT&T U-verse blue billing and sales. Provided first-level customer support. Next BPO Solutions Inc. (December 2012 – 2014) Technical Support Associate Level 1 Hybrid Trained for a Canadian Webhosting company. Provided technical support for web hosting and server maintenance. Engaged in email support, chat support, inbound, and outbound activities. Stream Global Services (April 2010 - November 2010) First Level Technical Support - Satellite Radio (SiriusXM) Second Level Product Support (Product Specialist) Escalations and Supervisory Escalations Provided first-level technical support for satellite radio (SiriusXM) customers. Addressed product-related inquiries and managed escalations. Convergys Corporation (September 2009 - March 2010) Second Level Support - Customer Service Department (SprintIBM) Second Level Support - Technical Account Provided second-level support for customer service and technical accounts. Achieved certificates for Best Average Handling Time and Customer Satisfaction percentage. Sutherland Global Services (November 2008 - August 2009) First Level Support - Technical Account (AT&T) First Level Support - Customer Service Department (Netspend) Second Level Support - Customer Service Department Compliance Division Back-office Department Escalations and Supervisorial Escalations Provided first-level support for technical accounts and customer service departments. Engaged in compliance-related activities and escalations. Achieved 100% quality percentage from training to floor endorsement.

Home Based Campaigns (February 2015 – November 2022) Account Manager - Satori Jewelry Managed technical aspects of payment portals, refunds, and customer support. Handled technical support for Stripe disputes. Technical Support, Onsite in 60 Provided technical assistance to clients and managed a team responsible for lead mining. Conectys (January 2015 – December 2016) Technical Support Specialist - Guestek Provided level 2 inbound, outbound, and chat support for technical issues. Next BPO Solutions Inc. (December 2012 – 2014) Technical Support Associate Level 1 Hybrid Trained for a Canadian Webhosting company. Provided technical support for web hosting, server maintenance, email support, chat support, inbound, and outbound activities. Stream Global Services (April 2010 - November 2010) First Level Technical Support - Satellite Radio (SiriusXM) Second Level Product Support (Product Specialist) Provided technical support for satellite radio (SiriusXM) customers. Addressed product-related inquiries and provided technical assistance. Convergys Corporation (September 2009 - March 2010) Second Level Support - Technical Account Provided second-level technical support for technical accounts. Sutherland Global Services (November 2008 - August 2009) First Level Support - Technical Account (AT&T) Provided first-level technical support for technical accounts.