Customer Experience

• Oct 2022 - Present

Customer Service Specialist

• Jun 2020 - Mar 2022

-Facilitated seamless onboarding of assigned accounts into our support tools and management interfaces, serving as their primary point of contact for a smooth and personalized experience. -Cultivated strong customer relationships through expert support and efficient processing of RMA and returns, specifically focusing on the company's managed printing and hardware solutions. -Consistently achieved and maintained high performance metrics, including meeting SLA and Customer Satisfaction… Show more -Facilitated seamless onboarding of assigned accounts into our support tools and management interfaces, serving as their primary point of contact for a smooth and personalized experience. -Cultivated strong customer relationships through expert support and efficient processing of RMA and returns, specifically focusing on the company's managed printing and hardware solutions. -Consistently achieved and maintained high performance metrics, including meeting SLA and Customer Satisfaction targets above 95%. Demonstrated dedication to delivering top-quality support and efficient response times, contributing positively to team success. Show less -Facilitated seamless onboarding of assigned accounts into our support tools and management interfaces, serving as their primary point of contact for a smooth and personalized experience. -Cultivated strong customer relationships through expert support and efficient processing of RMA and returns, specifically focusing on the company's managed printing and hardware solutions. -Consistently achieved and maintained high performance metrics, including meeting SLA and Customer Satisfaction… Show more -Facilitated seamless onboarding of assigned accounts into our support tools and management interfaces, serving as their primary point of contact for a smooth and personalized experience. -Cultivated strong customer relationships through expert support and efficient processing of RMA and returns, specifically focusing on the company's managed printing and hardware solutions. -Consistently achieved and maintained high performance metrics, including meeting SLA and Customer Satisfaction targets above 95%. Demonstrated dedication to delivering top-quality support and efficient response times, contributing positively to team success. Show less

Data & Support Analyst

• Jun 2019 - Jun 2020

-Reviewed tens of thousands of LinkedIn profiles against complex heuristics to find candidates for our clients -Achieved 90% acceptance rate by hiring managers of our client’s engineering teams such as Medium, Airbnb, and Asana -Trained machine learning models to understand trade-offs between different candidate attributes, such as programming skills and company history -Sourced candidates for up to 6 different customers and 10 different roles at any given time -Provided support and… Show more -Reviewed tens of thousands of LinkedIn profiles against complex heuristics to find candidates for our clients -Achieved 90% acceptance rate by hiring managers of our client’s engineering teams such as Medium, Airbnb, and Asana -Trained machine learning models to understand trade-offs between different candidate attributes, such as programming skills and company history -Sourced candidates for up to 6 different customers and 10 different roles at any given time -Provided support and answered questions from our customers about the service Show less -Reviewed tens of thousands of LinkedIn profiles against complex heuristics to find candidates for our clients -Achieved 90% acceptance rate by hiring managers of our client’s engineering teams such as Medium, Airbnb, and Asana -Trained machine learning models to understand trade-offs between different candidate attributes, such as programming skills and company history -Sourced candidates for up to 6 different customers and 10 different roles at any given time -Provided support and… Show more -Reviewed tens of thousands of LinkedIn profiles against complex heuristics to find candidates for our clients -Achieved 90% acceptance rate by hiring managers of our client’s engineering teams such as Medium, Airbnb, and Asana -Trained machine learning models to understand trade-offs between different candidate attributes, such as programming skills and company history -Sourced candidates for up to 6 different customers and 10 different roles at any given time -Provided support and answered questions from our customers about the service Show less

Technical Support Analyst - Tier 3

• Jan 2018 - Jun 2019

-Expertly managed 3rd level escalations for technical, content, and payment issues, catering to Netflix customers worldwide. -Demonstrated proficiency in overseeing the CRM, VOIP, and hardware issues within the customer service division of the company. -Efficiently resolved an average of 20 high-complexity cases per week, consistently delivering top-notch customer service. -Expertly managed 3rd level escalations for technical, content, and payment issues, catering to Netflix customers worldwide. -Demonstrated proficiency in overseeing the CRM, VOIP, and hardware issues within the customer service division of the company. -Efficiently resolved an average of 20 high-complexity cases per week, consistently delivering top-notch customer service.

Service Delivery Associate

• Mar 2016 - Aug 2017

-Successfully executed new projects, overseeing the end-to-end delivery process and effectively coordinating work between external providers and internal teams. -Efficiently delegated and organized technical, logistical, and operational aspects of service implementations, ensuring smooth and streamlined project execution. -Consistently maintained top 3 adherence to SLA throughout my tenure with the company, demonstrating a strong commitment to meeting and exceeding service level… Show more -Successfully executed new projects, overseeing the end-to-end delivery process and effectively coordinating work between external providers and internal teams. -Efficiently delegated and organized technical, logistical, and operational aspects of service implementations, ensuring smooth and streamlined project execution. -Consistently maintained top 3 adherence to SLA throughout my tenure with the company, demonstrating a strong commitment to meeting and exceeding service level expectations. Show less -Successfully executed new projects, overseeing the end-to-end delivery process and effectively coordinating work between external providers and internal teams. -Efficiently delegated and organized technical, logistical, and operational aspects of service implementations, ensuring smooth and streamlined project execution. -Consistently maintained top 3 adherence to SLA throughout my tenure with the company, demonstrating a strong commitment to meeting and exceeding service level… Show more -Successfully executed new projects, overseeing the end-to-end delivery process and effectively coordinating work between external providers and internal teams. -Efficiently delegated and organized technical, logistical, and operational aspects of service implementations, ensuring smooth and streamlined project execution. -Consistently maintained top 3 adherence to SLA throughout my tenure with the company, demonstrating a strong commitment to meeting and exceeding service level expectations. Show less

Networks Support Engineer

• Apr 2013 - Feb 2016

-Delivered exceptional networking support to clients worldwide via phone and email, ensuring swift and effective resolutions to their issues. -Specialized in managing Juniper and Cisco IP environments, leveraging expertise in these technologies to optimize network performance and resolve complex challenges. -Attained the highest levels of customer satisfaction within the NOC team, consistently providing outstanding service and fostering positive client relationships. -Delivered exceptional networking support to clients worldwide via phone and email, ensuring swift and effective resolutions to their issues. -Specialized in managing Juniper and Cisco IP environments, leveraging expertise in these technologies to optimize network performance and resolve complex challenges. -Attained the highest levels of customer satisfaction within the NOC team, consistently providing outstanding service and fostering positive client relationships.

Backup and Recovery Administrator

• Jun 2010 - Dec 2012

Support, Administration, implementation of Tivoli Storage Manager environments on UNIX and Windows platforms. Support, Administration, implementation of Tivoli Storage Manager environments on UNIX and Windows platforms.

Technical Support Analyst

• Aug 2009 - Jun 2010

Technical support for enterprise customers on the Symantec Endpoint Protection software suite. Technical support for enterprise customers on the Symantec Endpoint Protection software suite.

Support Coordinator

• Aug 2008 - Aug 2009

Task and Duty managament, live translation on calls to Microsoft Enterprise customers. Task and Duty managament, live translation on calls to Microsoft Enterprise customers.

Technical Support

• Jan 2006 - Jul 2008

General Hardware + Software Technical Support and Administration of a medium sized network. General Hardware + Software Technical Support and Administration of a medium sized network.