I am a hardworking person that is technically savvy who worked as senior technical support for Android device and currently a senior technical support for mac and IOS device. I could easily adapt to any work load as long as there's appropriate training that will be provided.
From Aug 2015- to Aug 9, 2019
-Handled daily operations such as; dealing with customers’ issue that can’t be handled by the agents, making sure that the number of agents is enough to take the call volume per interval, and coordinated with the operations managers to make sure that the call commitments were fulfilled every day.-Coordinated with the Quality team to ensure high quality of calls. Made sure that every report was done on or before the given deadlines. -Coached agents to motivate them in performing better to meet daily and weekly goals. -Assisted agents on their concerns like pay disputes, benefits and other work-related issues. -Performed daily office tasks such as; reading and answering emails, sorting/filing documents, and sending daily reports. -Created performance reports on a daily, weekly, and monthly basis. -Facilitated office events, meetings, and huddles. -Accomplished action plans on a daily, weekly, and monthly basis -Received escalation calls to address customers' complaints. -Screened, interviewed and hired eligible applicants.
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