Work experience

• Technical Support Representative

  Vagaro

  2022.12-Current

  (3 years)

  (2 years 4 months) Provides a high level of customer satisfaction with the goal of creating an exceptional experience. Communicates with customers regarding questions and concerns on multiple channels - via phone, email, chat, and help forums. Follows standard procedure for proper escalation of unresolved issues to the appropriate internal teams. Ensures all issues are properly analyzed, documented, logged, and resolved in a timely manner. Effectively communicate technical information into simplistic terms.
• Quality Assurance Analyst

  Meta

  2022.07-2023.01

  (7 months)

  1 year 2 months •Audited and evaluated CX interactions between agents and users •Participated in requirements meetings to understand business needs •Identified, analyzed and interpreted trends or patterns in complex data sets
• Senior Subject Matter Expert

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  2022.06-2023.01

  (8 months)

  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Monitored daily productivity and implemented modifications to improve overall effectiveness of activities. • Provided assistance, training and troubleshooting support to lower level staff.
• Social Media Support Specialist

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  2021.11-2022.07

  (9 months)

  Provides high quality customer support while working as a Social Media Support Specialist. Navigates through Sandbox, AGC, Workday, and Workplace throughout the day while in a fast-paced environment. Provides quality assistance to coworkers and trainees when needed. Contributed in training a new wave of employees.
• Retail Sales Manager

  Staples

  2020.01-2022.04

  (2 years)

  (2 years 3 months) Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings Recruited, interviewed and hired talented individuals bringing dynamic sales expertise to organization Delivered in-depth information on product features so customers could make educated decisions before purchase
• Retail Store Manager

  T-Mobile

  2020.01-2021.01

  (a year)

  Managed all aspects of store operations; including organization, maintenance and purchasing functions. Trained team members in successful strategies to meet operational and sales targets.