Technical Coordinator
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I’m focused on ensuring that each and every customer has a wildly successful relationship and experience with my company. I’m passionate about fostering relationships and advocating for customer success that improves revenue performance. I thrive in customer-centric environments where I can lead projects and team collaboration.
Open communication and transparency are the keys to successful collaboration. I am able to quickly understand social situations and adapt to the needs of the group. I feel confident that everyone is capable of hard work and persistence, and encourage my team members to tap into that capacity. I am performance-driven and make a point to celebrate our accomplishments for organizational achievements. I find it meaningful to lead by;
▸ cultivating creative collaboration through open communication
▸ showing appreciation for individual contributions
▸ creating a positive environment that increases productivity.
● Facilitate fast MTTR by using in-depth understanding of systems and processes to analyze customer issues and assign tickets to appropriate technicians to meet customer needs efficiently and expediently
● Acted as first point of contact with client businesses and partners to proactively identify customer needs and identify gaps in services and ensure that services are aligned with partner expectations
● Identify customer issues while generating tickets for and resolving repeated minor tasks, meeting SLA by eliminating approximately twenty hours of resolution time a month across all tickets
● Created technical documentation on processes and procedures for customer-facing personnel using advanced functionality of ticketing system
● Served as team lead for triage, serving as liaison between management and customer facing team, performed onboarding for new team-members
Bachelor of Science, Information Technology & Systems
