Experience

Sprout Social, Inc.

• United States
• Software Development
• 700 & Above Employee

• Senior Product Support Specialist

  • Apr 2023 - Present

• Product Support Specialist

  • Apr 2022 - Mar 2023

• Customer Support Specialist

  • Oct 2020 - Mar 2022



Allkeyshop

• Hong Kong
• Advertising Services
• 1 - 100 Employee

• Freelance Writer

  • Jun 2015 - Jul 2020

  I wrote news and other types of articles about video games, esports, the company's services, and the like. I also created images and videos using ready-made templates for Adobe apps for use with the site's YouTube and Twitch channels. I wrote news and other types of articles about video games, esports, the company's services, and the like. I also created images and videos using ready-made templates for Adobe apps for use with the site's YouTube and Twitch channels.



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• Training Apprentice

  • Jun 2012 - Dec 2014

  - Conducted new hire training for product and systems knowledge, call handling skills and client policies and procedures – starting from communication and culture training, to product and systems training, nesting, and the first two weeks of production.- Conducted recursive or uptraining classes for production agents based on program updates and needs.- Documented and tracked the performance of trainees for the training department’s reference and for endorsing trainees to production.- Coordinated with the production team to gather data on the performance of ongoing agents to identify immediate concerns on metrics or processes and create suitable training materials to address them.Provided group and one-on-one coaching sessions for trainees and regular employees based on individual and program KPIs. Show less

• Technical Support Representative

  • Mar 2009 - Jun 2012

  Assisted customers over the phone with cable Internet issues related to connectivity, browsing, home networking, email, and security.



eTelecare Global Solutions

• United States
• Outsourcing/Offshoring
• 300 - 400 Employee

• Subject Matter Expert for Technical Support

  • Oct 2007 - Mar 2009

  - Answered calls from agents from different sites for technical consultations and ticket, credit and replacement approvals.- Accepted supervisor escalations (customers requesting for supervisors).- Conducted training and coaching sessions for agents especially bottom quartile agents.- Prepared various reports as specified by clients, supervisors and program heads.- Monitored and controlled the program queue and AUX usage.

• Technical Support Representative

  • Jul 2006 - Sep 2007

  - Assisted customers with the installation of routers and phone adapters, setting up their network to work with VOIP, and various technical issues with their VOIP service including no dial tone, call completion and audio issues.- Accepted escalations from lower-level technical support, customer service and sales agents.