Experienced Helpdesk Professional | Quality Coach |

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Associates degree

Last Active

May 1st, 2024 (14 days ago)

Member Since

March 29th, 2017

Profile Description

Dedicated helpdesk professional and quality coach with 8 years of experience in delivering top-notch customer support and ensuring service excellence. Proficient in troubleshooting technical issues, resolving customer concerns, and optimizing workflows to enhance operational efficiency. Skilled in coaching teams to achieve and exceed quality standards, resulting in improved performance metrics and client satisfaction. Proven track record of fostering positive client relationships and driving continuous improvement initiatives. Seeking opportunities to leverage expertise in delivering exceptional support and driving business success.
Key Skills:
Helpdesk SupportTechnical TroubleshootingCustomer Relationship ManagementQuality AssuranceCoaching and TrainingPerformance Metrics OptimizationProcess ImprovementCommunication SkillsExperience:Helpdesk[Sitel Ph.  and GlobalPayments] | [January 2019 - March 2021] [August 2021 - October 2022]
Provided timely and effective technical support to clients, addressing hardware and software issues via phone, email, and ticketing system.Diagnosed and resolved technical problems, escalating complex issues to appropriate teams for resolution.Maintained accurate records of customer interactions and solutions provided, ensuring comprehensive documentation.Collaborated with cross-functional teams to implement solutions and enhance system performance.
Quality Coach[GlobalPayments] | [October 2022 - April 2024]
Developed and implemented quality assurance processes to monitor and evaluate customer support interactions.Conducted regular quality assessments to identify areas for improvement and provide constructive feedback to Upgrade to see actual infosigned and delivered training programs to enhance agent performance and ensure adherence to quality standards.Analyzed performance metrics and generated reports to track progress and identify trends.

Education:Associate Degree in Compurter Science[Trent Information First Technical Career Institute], [2016]