Subject Matter Expert (SME)

Apr 2023 - Feb 2026

Developed, updated, and maintained training materials and internal documentation to support onboarding, process consistency, and knowledge transfer across teams. Ensured accuracy and consistency of information shared with clients, maintaining high service and quality standards. Coordinated and facilitated training sessions for new team members, ensuring smooth handovers and operational readiness.

Technical Support Representative

Apr 2022 - Apr 2023

Maintained detailed records of issues, actions taken, and resolutions in a ticketing or project tracking system (e.g., FileMaker). Demonstrated strong problem-solving skills by systematically isolating root causes and recommending long-term corrective actions. Conducted proactive follow-ups and callbacks to validate solution effectiveness and confirm client satisfaction.

Technical Support Representative

Jun 2019 - Mar 2022

Diagnosed and coordinated resolution of technical hardware and software issues, including internet connectivity, email access, and system functionality, ensuring minimal disruption to project operations. Supported clients by identifying issues, researching solutions, and providing clear, step-by-step guidance through corrective and troubleshooting processes.

Customer Service Representative

Nov 2017 - Sep 2019

Managed and reconciled incoming rent payments, ensuring accurate posting to tenant ledgers and maintaining organized financial records in compliance with property management standards. Monitored tenant accounts, tracked outstanding balances, and conducted timely follow-ups regarding overdue rent, payment deadlines, and next steps to support consistent cash flow.