• Experience in handling inbound and outbound phone calls
• Expert in providing outstanding customer service and technical support over the phone
• Adept knowledge in computer programs, software and system
• Excellent typing skills
• Ability to adjust well in a variety of environments
• Dedicated and motivated learner

Senior Technical Support
Convergys (Laptops and Tablets)
May 2014 – October 2016

• Processes and monitors hardware repair and fulfillment orders
• Creates orders for hardware accessories and software upgrades
• Provides support to inbound call-handling professionals
• Does outbound follow-up via emails or calls
• Manages and audits cases/tickets
• Ensures proper documentation and note-taking
• Creates MS Excel reports according to client needs
• Does agent coaching and mentoring

Technical Support Professional Level 3
Convergys (Gaming Console)
August 2010 – May 2014

Technical Support Professional Level 2
Convergys (Financial Software)
November 2009 – August 2010

• Provides technical assistance over the phone with customers: Errors associated with software installation, Issues with bookkeeping and accounting using the software, Supports
• networking setup and file sharing concerns.
• Processes orders for software upgrades and support fees.

Technical Support Representative
Sykes (Internet Service Provider)
June 2008 – November 2009

• Provides technical assistance over the phone with customers: Internet connection setup, Modem/Router hook-ups, Wired/Wireless home networking, Email login concerns.
• Works closely with other departments to resolve Billing, Account Management, Dispatch (Installation/trouble call appointment scheduling) issues.
• Handles up-selling opportunities