Customer Satisfaction Manager

• Mar 2022 - Present

Information Technology Support Analyst

• Nov 2020 - Oct 2022

Owner

• Oct 2012 - Present

Technical Supervisor

• Jul 2010 - Oct 2020

As an NSBH Supervisor, I manage scheduling, reports, and client solutions for technical agents. I ensure coverage for incoming requests through voice, chat, and email. I also provide training for agents and ensure clear understanding of policies and procedures. My role includes collaborating with technical account manager on identifying solutions for issues with client requests. During my time here, I was promoted from call center agent to supervisor based on strong work ethic, commitment, and leadership skills. Show less

Independent Contractor

• 2009 - 2009

I Identified and generated troubleshooting solutions for user issues through field services by replacing, upgrading, and removing unnecessary equipment. I ensured customer satisfaction by maintaining workspaces clean and organized at every step of the process. We worked on teams and collaborated with local vendors to solicit software and parts. I Identified and generated troubleshooting solutions for user issues through field services by replacing, upgrading, and removing unnecessary equipment. I ensured customer satisfaction by maintaining workspaces clean and organized at every step of the process. We worked on teams and collaborated with local vendors to solicit software and parts.

Support Analyst

• Sep 2008 - Nov 2008

I conceptualized company tools such as a voice-activated routing system to streamline customer requests. I also utilized innovative strategies for problem-solving and customer retention I conceptualized company tools such as a voice-activated routing system to streamline customer requests. I also utilized innovative strategies for problem-solving and customer retention