Technical Process Specialist (Service Desk)

Feb 2024 - Present

Conduct call and ticket monitoring to ensure quality and compliance standards are met. Deliver quality evaluations and provide coaching to improve agent accuracy, communication, and process adherence. Facilitate training sessions, refresher courses, and process updates for new and tenured employees. Act as Subject Matter Expert (SME) for escalations and complex troubleshooting.

Tech Coach

Mar 2023 - Feb 2024

Assisted customers with setup, optimization, and troubleshooting of smartphones, smart home devices, routers, printers, and computers. Conducted guided sessions to resolve technical issues and improve device performance. Educated users on device features, security settings, and digital best practices to enhance user experience.

Account Specialist

Jun 2021 - Feb 2023

Coordinated facility maintenance, repair, construction, restoration, and special project requests for clients serviced by Global Facility Management & Construction (GFMC). Managed job scheduling, technician assignments, and dispatching across GFMC’s network technicians and vendor partners. Communicated with vendors, contractors, and clients to ensure timely execution of tasks.

Senior Rep

Oct 2020 - Jun 2021

Handled escalated customer concerns and provided high-level issue resolution. Improved customer satisfaction through proactive communication and personalized service. Managed billing, account adjustments, and retention inquiries with accuracy and professionalism.

Technical Support Representative

Oct 2019 - Oct 2020

Delivered Tier 1–2 support for internet, TV, and phone services. Diagnosed network issues, equipment failures, and service interruptions. Ensured fast and efficient resolution to improve customer satisfaction and reduce repeat calls.

Technical and Sales Representative (Senior Rep)

Dec 2018 - Oct 2019

Provided mobile device, SIM, and network troubleshooting. Handled account inquiries, plan upgrades, and billing explanations. Ensured consistent delivery of accurate technical assistance and sales support.

Customer service /Sales Representative

May 2018 - Nov 2018

Provided customers with car and home insurance information, status, and renewal assistance. Processed claims, guided customers through the system, and resolved account concerns.

I.T. Helpdesk

Mar 2012 - Apr 2018

Supported internal employees with system access, application issues, and banking operations tools. Delivered Tier 1–2 troubleshooting while maintaining compliance and security protocols. Ensured fast and accurate resolution of technical and account-related issues for enterprise users.

Customer Service Representative

Oct 2011 - Dec 2011

Assisted online shoppers with order tracking, delivery issues, and account inquiries. Provided high-quality service through efficient problem-solving and clear communication.