Customer Service Desk Agent

Aug 2023 - Mar 2026

Improved case resolution efficiency by collaborating with cross-functional teams to coordinate timely ticket handling and deliver seamless customer support. Scaled APAC operational efficiency by authoring internal knowledge base articles and serving as the primary Point of Contact to streamline regional communication.

Customer Support Technical Specialist III

Dec 2022 - Apr 2023

Optimized system reliability and data integrity by managing critical cases and maintaining accurate XML configurations for the Dayforce platform. Resolved complex workflow disruptions by leveraging the Azure Portal to replicate production environments for root cause analysis and error identification. Analyzed and restructured XML code to guide clients through complex configuration changes.

Customer Service Representative

Jan 2019 - Dec 2022

Delivered responsive multichannel customer support by resolving membership, order, and product-related inquiries through Zendesk across email, chat, and other platforms. Optimized order fulfillment cycles using Magento and Project44 for real-time updates, refunds, and delivery adjustments. Managed customer interactions and enforced community guidelines on social platforms using DashHudson.

Technical Support Representative

Nov 2015 - Apr 2018

Addressed telecommunications service issues by troubleshooting internet, phone, and cable connectivity concerns and guiding customers through practical solutions. Achieved consistent first-call resolutions for billing and account inquiries by reviewing service records and identifying discrepancies.