Experience

Overview

• Resolved and reduced customer complaint by 95% by distinguishing, prioritizing and reporting technical issues.
• Offered on-call, real-time phone support for Verizon's Field Force Manager, a crucial logistics software used widely by small businesses.
• Utilized a range of collaboration tools such as GoToMeeting, Zoom, Skype, Slack, Google Hangouts, JIRA, Zendesk, Salesforce, HubSpot, and Zoho to facilitate efficient teamwork and customer support.
• Delivered technical support via phone, email, and chat for 15 legacy software products, supporting Fortune 100 companies, space and aerospace manufacturers, CIBC, defense contractors, US telecommunications firms, and global corporations.
• Collaborated with L2, L3, and L4 software engineers to resolve technical issues, providing customers with detailed solutions and explanations of the process. -