Account Sales Representative

• Mar 2021 - Present

SIRC provides high-level professional Information Technology and Project Management services to its partners and customers in the Washington DC Metropolitan area. We have grown beyond our application development roots to providing Strategic Leadership, Program/Project Management, eDiscovery, IT Governance, Enterprise Architecture, SOA and Data warehousing expertise, as well as providing skilled technical experts to deliver the initiatives. Specialized in: IT Governance, IT Development and Deployment, Help Desk and Support, VAR Services, SharePoint, eDiscovery, Consulting Service, Desktop Support, Project Management, and Customer Service We live in a time where data is most important for any company or Agency to fully function, and we fully embrace this at SIRC. With a focus in Master Data Management, Data Analytics (including eDiscovery), and Data Storage and Networking, we ensure to do right by our Customers as though their data was our own. However, we are no ordinary team. With a profound consideration for our clients, customer service has been embedded into our core values and operations. We pride ourselves in our devotion to turning your data into actionable intelligence. Show less

Implementations and Training Development Professional

• Mar 2019 - Jan 2021

Senior Technical Support (Team Champion)

• Apr 2018 - Mar 2019

> Liaise and collaborate with SDM and ensure that the team performance and customerservices and quality are in line with our expectations and enable us to meet or exceed service levels;> Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of This Solution services;> Work with SDM to ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that processes are continually improving and produce business cases to support team activities;> Work with SDM to identify and implement improvements to the Service Desk, including the incident logging system in order to provide a more effective and efficient service to customers;> Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers;> Contribute to the success of the business and assist in improving the overall customers experience;> Ensure that the This Solution Mission and Vision, strategy and business plan are understood by all the team;> Meet goals and KPIs as set by the line manager;> Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly;> Liaise with SDC of Managed Services regarding ServiceTree Enhancement and Knowledgebase Enhancement;> Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility. Show less

Senior Technical Support

• Feb 2018 - Apr 2018

Technical Support Professional

• Feb 2015 - Jan 2018

> Apply technical solutions, knowledge and procedures when servicing customer queries through email or voice. > Provides comprehensive and quality technical support at all times. Learn client web sites, policies, procedures and any back-end systems they may use to adhere with each key performance indicators. Communicate effectively and efficiently via email or phones with internal or external customers. > Responsible for meeting outlined production goals and targets. Perform other duties, functions and tasks that are incidental or inherent to duties, or those which may require, requested or entrusted by Superiors. Provides assistance to new hires and act as Training Assistant during their first week of taking calls or receiving sessions > Offline case management and support Show less

Senior Process Executive

• Feb 2013 - Jan 2015

> Prepare training plans according to which the training takes place. > Develop, implement, and monitor training programs within an organization. > Supervise technical training for staff. > Conduct orientation sessions. > Create brochures and training materials. > Develop multimedia visual aids and presentations. > Create testing and evaluation processes. > Prepare and implement training budget. > Evaluate needs of company and plan training programs accordingly. > Conduct performance evaluations. > Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops. > Manage staff of classroom facilitators. > Provide performance feedback. > Conduct continuing education training. > Provide leadership development education. > Build solid cross-functional relationships. > Provide logistical support, course development, delivery, evaluation, process measurements, and cost management. > Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets. > Assist with the development of strategic plans > Communicate effectively and efficiently with internal or external customers. > Perform other duties, functions and tasks that are incidental or inherent to your duties or those which may required, requested or entrusted to you by your Superiors. Show less

Technical Support Professional

• Jul 2010 - Jan 2013

> Apply technical solutions, knowledge and procedures when servicing customer queries through chat or voice. > Provides comprehensive and quality customer service at all times. > Learn client web sites, policies, procedures and any back-end systems they may use to adhere wiht each key performance indicators. > Communicate effectively and efficiently via chat or phones with internal or external customers. > Responsible for meeting outlined production goals and targets. > Perform other duties, functions and tasks that are incidental or inherent to duties, or those which may require, requested or entrusted by Superiors. > Provides assistance to new hires and act as Training Assistant during their first week of taking calls or receiving sessions Show less

Travel Consultant

• Aug 2008 - Jan 2009

> Process pre-travel, enroute or past date ticket exchanges using online system tools such as Selex, Expedia.com website, booking online and offline reservations for hotel, flights and car rentals all over the world. > Arrange business and leisure trips for regular and guest travelers. > Provide comprehensive and quality customer care at all times. > Provide appropriate and accurate responses to customer queries. > Apply technical knowledge and procedures when servicing customer queries. > Responsible for meeting outlined production goals and targets. > Learn client’s websites, policies, procedures and any back-end systems they may use for e-mail, products, shipping, and / or back order information. Communicate effectively and efficiently with internal or external customers. > Perform other duties, functions and tasks that are incidental or inherent to your duties or those which may required, requested or entrusted to you by your Superiors. Show less

Branch Development Center Administrator

• Oct 2004 - Jul 2008

> Acts the company’s arm in branch servicing, undertaking various functions in customer servicing, cashiering. > Liaison between agency and Home office. > Information dissemination and exchange. > Market and competitive intelligence. > Quality Assurance for policy and agency transactions. > Custodianship over company property. > Acts the company’s arm in branch servicing, undertaking various functions in customer servicing, cashiering. > Liaison between agency and Home office. > Information dissemination and exchange. > Market and competitive intelligence. > Quality Assurance for policy and agency transactions. > Custodianship over company property.

Branch Services Assistant

• Oct 2002 - Oct 2004

> Acts the company’s arm in branch servicing, undertaking various functions in customer servicing, cashiering. > Liaison between agency and Home office. > Information dissemination and exchange. > Market and competitive intelligence. > Quality Assurance for policy and agency transactions. > Custodianship over company property. > Acts the company’s arm in branch servicing, undertaking various functions in customer servicing, cashiering. > Liaison between agency and Home office. > Information dissemination and exchange. > Market and competitive intelligence. > Quality Assurance for policy and agency transactions. > Custodianship over company property.