Guest Service Associate / Floor Support Specialist

Jan 2024 - Present

Selected as Floor Support to anchor real-time operations, troubleshooting workflow blocks, managing agent queues, and providing immediate technical mentorship. Manage cross-platform communications for high-tier accounts, maintaining CSAT scores above targets. Developed advanced Excel tools for operational incident tracking and reporting. Led SOP updates and cross-departmental alignment.

Financial Services Representative

Jan 2023 - Jan 2024

Exceeded monthly debt collection recovery goals using data-driven negotiation and tailored payment extensions. Prepared and audited financial notices and accounting disclosures ensuring compliance with fiscal guidelines. Coordinated with legal, underwriting, and bookkeeping departments to expedite resolution of complex corporate account disputes.

Technical Support Specialist

Jan 2022 - Jan 2023

Performed hardware diagnostics and software configurations to remotely resolve connectivity, routing, and device faults. Managed ticket lifecycle to determine dispatch needs for on-site hardware repairs. Ensured efficient logistics and technical support for telecommunications infrastructure.

Customer Support & Technical Representative

Jan 2020 - Jan 2022

Handled tier-2 customer escalations, reducing churn through effective communication and conflict resolution. Resolved billing discrepancies and processed credit distributions while auditing invoices. Conducted technical analysis of device operating systems, hardware components, and network layers including SMS, cellular bands, and APN profiles.