Sr. Customer Support Associate

Jan 2023 - Jul 2025

Delivered high-satisfaction customer service across multiple channels with minimal escalations. Coordinated cross-functional resolution of complex technical issues, ensuring system stability. Enhanced ticket accuracy and tracking through meticulous documentation.

Activation Specialist – Onboarding Tier 2

Aug 2021 - Jan 2023

Identified onboarding process gaps, improved activation speed, and reduced errors. Resolved 100% of escalated Tier 1 technical cases on first contact. Authored and published product guides via Notion and Slack, streamlining knowledge sharing.

Activation Call Representative – Onboarding

Feb 2021 - Aug 2021

Managed SIM logistics and ensured secure, timely delivery. Processed high-volume user activations with precision in a fast-paced environment.

Technical Support Chat Representative

Jun 2020 - Feb 2021

Delivered efficient, first-time technical resolutions to reduce repeat inquiries.

Technical Support Specialist

Jan 2018 - Jan 2020

Collaborated with vendors to resolve technical issues, ensuring continuous service. Configured and tested hardware/software, reporting defects to development.

Customer Service Subject Matter Expert

Jan 2016 - Jan 2018

Improved retention by resolving escalations effectively. Maintained accurate customer data through manual and digital updates.