Experience

PlatPay

• United States
• Financial Services
• 1 - 100 Employee

• Relationship Manager

  • Apr 2022 - Present



TaskUs

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • May 2021 - Jul 2022

• Client Analyst

  • Dec 2020 - Apr 2021

• Teammate

  • Oct 2020 - Dec 2020



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Mentor

  • Jun 2016 - Oct 2019

  - Answer inbound calls within guidelines/goals established by the client and contact center management.- Consistently achieve call quality score goals to assist in achieving client and customer satisfaction goals.- Support customers via live chat, email, or phone support.- Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.- Handle problem resolution that may require follow-up and/or escalation to a higher level of expertise.- Maintain knowledge of client's business, products, and/or services.- Attend training sessions to maintain or improve the level of skills.- Perform other tasks that may be assigned from time to time.



Grand Millennium Sulaimani Hotel

• Housekeeping Attendant

  • Feb 2014 - Jan 2016

  • Ensuring that rooms and public areas are cleaned to the highest standards.• Working closely with other housekeeping and maintenance staff. • Creating a clean and safe environment for all.• Notify supervisor concerning the need for major repairs or additions to building operating systems.• Observe precautions required to protect resort and guest property, and report damage, theft, and found articles to supervisors.• Managing guest requests in a timely and efficient manner. • Carrying out all other reasonable requests by management.



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Representative

  • Aug 2012 - Jan 2014

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.• Diagnose and resolve technical hardware and software issues involving the customer's laptop or computer.• Research required information using available resources.• Follow standard processes and procedures.• Identify and escalate priority issues per Client specifications.• Redirect problems to appropriate resource.• Accurately process and record call transactions using a computer and designated tracking software.• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.• Organize ideas and communicate oral messages appropriate to listeners and situations.• Follow up and make scheduled call backs to customers where necessary.• Stay current with system information, changes and updates.



Expert Global Solutions (now Alorica)

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Representative

  • Feb 2012 - Jul 2012

  • Answer incoming customer calls and provide assistance for registration, email creation, physical line signal testing, modem/filter.• Help customer to set-up, plus email, browser, and modem troubleshooting.• Interact and coordinate with other departments to resolve customer issues.• Determine further action or final completion on customer cases received.• Upsell additional products or services.• Test, analyze and clear customer reported trouble.• Make notations via computer terminal.• Prepare reports and process paperwork.• Interpret customer records and repair tickets.• Escalate customer trouble issues when appropriate.