Technical Support Representative

• Feb 2023 - Present

- Deliver top-notch technical L2 support to Reckon Professional, Accredited Partners issues and consultants through effective communication via telephone, email, and live chat, with excellent troubleshooting and problem-solving skills by reproducing and replicating customer's problems to gain a comprehensive understanding of the situation. - Achieved outstanding customer satisfaction ratings, winning the CSAT of the month for three consecutive months (March, April, and May) with a record high of 98.9% and Demonstrated exceptional leadership skills by increasing the team response rate by an impressive 58%. - Assuming responsibility for a case from start to finish, encompassing proactive pursuit of unresolved cases without confirmed customer resolution by using Dynamic 365. - Conducted regular system backups and implemented disaster recovery strategies and Assisted in the documentation and organization of IT assets and inventory Show less

Second-in-command

• Jun 2019 - Present

- Customer communication - Problem solving - Monitoring and managing stock, controlled department expenses and present sale projections - Collaborating with associates and promoted teamwork to achieve the goals. - Disciplined and motivated to achieve challenges and objectives. - Trained team members to perform cross-training exercise with experienced workers - Monitoring department performance to ensure team members follow work health and safety requirements - Excellent time management skills Show less

Web Developer (PACE: Computing Industry Project)

• Mar 2022 - Jul 2022