Technical Support Advisor at Transcom Worldwide (2025-05 – Present)
Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 15%.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Created detailed documentation for complex technical issues, simplifying resolution process for colleagues and clients alike.
- Continuously sought opportunities to enhance personal knowledge and skills through attending industry conferences, webinars, and ongoing training sessions.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
Retention Specialist at RUI USA (2024-04 – 2025-02)
Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Developed strategies to improve customer experience and increase loyalty.
- Analyzed customer data to identify trends that could be used to reduce churn rate.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Customer Service Representative at Alorica Inc. (2022-05 – 2023-05)
Worked closely with sales team members to ensure successful onboarding of new clients.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
Customer Service Representative at GDIT (2020-07 – 2021-10)
Handled client inquiries via inbound calls, boosting satisfaction and loyalty.
- Guided clients through government website navigation, improving user experience.
- Delivered essential COVID-19 recovery information, supporting public health initiatives.
- Resolved IT issues efficiently, maintaining system functionality and client trust.
- Enhanced client data security by implementing robust E-Verification protocols.
Helpline Specialist at LACG (2018-01 – 2020-03)
Resolved client issues via inbound calls and chats, enhancing satisfaction, and reducing crises.
- Informed potential clients about addiction services through outbound calls, increasing engagement.
- Supported clients with gambling, substance abuse, and suicidal tendencies, ensuring comprehensive care.
- Collaborated with the team to improve support strategies, achieving better client outcomes.
- Facilitated workshops to enhance support strategies, leading to a measurable increase in client satisfaction.
- Boosted client retention by refining crisis intervention techniques on the helpline.
